Product Support Specialist - Aviation IT

Product Support Specialist - Aviation IT (London)

Fully Remote
• London, G

Trax is hiring a Product Specialist to join our growing team in London, England. This position requires a firm understanding of the aviation field working with (or similar to) Technical Records, Engineering, Maintenance and/or Software Implementation to effectively contribute to the training and management of our product. The Product Specialist is responsible for learning our products, assisting in the development of documentation, conducting training, resolving technical and software problems and delivering excellent customer service.

Trax is a highly collaborative environment where Product Specialists work very closely with other team members and clients to solve problems.

The Product Specialist will frequently communicate and work alongside our Programming teams, QA, Technical Writing & IT. The role involves excellent communication and technical skills to act as a liaison between our Programming Department and our Airline Customers.

• Act as a liaison between airline customers and programming department by answering phone calls and correspondence (Help Desk function)
• Identify, research and resolve technical and software problems
• Track and monitor customer issues to ensure a timely response and resolution
• Liaison with our Development Department to document customer specifications
• Test software program modifications and resolutions to report technical problems
• Liaison with Technical Writing Department to develop documentation of new program features
• Customer training (on-site or at Trax location).
• On-call service for customer emergencies
• Manage and coordinate customer projects - oversee implementations with support of our corporate team.
• Ability to take on customer implementation projects to ensure smooth delivery of Trax products and services.
• Other duties as assigned.

• Bachelor’s Degree in Aviation, Business or related field and at least 3-5 years of experience in the aviation field working with (or similar to) Technical Records, Engineering, Maintenance and/or Software Implementations.
• Must have experience working with Trax or similar related aviation maintenance software.
• Proficiency in the English language with ability to speak multiple languages, preferred.
• Outstanding Communication skills – both verbal and written
• Must have excellent communication, teamwork and problem-solving skills.
• Excellent customer service skills, with ability to deescalate issues and provide solutions for customers.
• Attention to customer issues with a sense of urgency to resolve and close to ensure business continuity for customers.

• This position requires 50%+ of domestic and international travel.