Operations Support Specialist, TI​/Tecnología

Elevate Aviation Experiences with Immfly

At Immfly, we believe flying should be more than just a journey.…it is a wonderful experience. Headquartered in Barcelona since 2013, we have been redefining in-flight connectivity, entertainment, and retail, working alongside 50+ airlines across Europe, Latin America, North America, and Asia Pacific.

With a strategic global presence and scalable digital solutions, our customizable offerings encompass In-Flight Entertainment
, Connectivity
, and Onboard Retail
, reaching millions of passengers across hundreds of destinations and making every flight one to remember.

Join our dynamic team and become part of a community committed to innovation, excellence, and transforming the passenger experience.

We are looking for a motivated Operations Support Specialist to join our team and be responsible for providing technical and operational assistance to our customers by managing and resolving issues reported by users through the Jira platform or phone calls. The role involves close collaboration with development, product, and technology teams to ensure that problems are resolved, minimizing the impact on daily operations.

• Acquire a deep understanding of how our solution works
• Ticket Management:
  Receive, categorize, and prioritize tickets in Jira related to technical issues, change requests, and operational inquiries.
• Incident Resolution:
  Diagnose and resolve system issues or elevate them to the appropriate team when necessary, ensuring proper procedures are followed.
• Case Follow-Up:
  Continuously monitor open tickets, ensuring they are resolved within established time frames, and maintain constant communication with affected users.
• Documentation:
  Keep detailed records of incidents, solutions implemented, and best practices in the company’s Confluence knowledge base.
• Communication:
  Facilitate communication between users and the development teams, ensuring all parties are informed about the status and progress of tickets.
• Continuous Improvement:
  Identify patterns in incidents to suggest improvements in processes and tools used, aiming to reduce the recurrence of issues.
• Training and Support:
  Provide guidance and training to users on the proper use of internal systems and tools, helping to prevent common issues. Train our customers’ employees when necessary onsite.
• Support the area Manager on administrative tasks.
• One week per month, you should participate in the on-call support service.
• On a biweekly basis, it is required to visit and work from our customers' facilities in Madrid (airport area).