Technical Support Specialist

Responsibilities short version

• Troubleshoot and solve customer technical issues.
  
• Support inquiries via Zendesk and Dialpad.
  
• Resolve escalated technical problems.
  
• Install and update CORRIDOR software.
  
• Refresh Customer Test Environments.
  
• Use SQL queries for troubleshooting.
  
• Collaborate with peers and management.
  
• Provide clear guidance to clients.
  
• Maintain operational processes.
  
• Document bugs and gather information.
  
• Contribute to knowledgebase.
  
• Adhere to SLAs and timelines.

Requirements

Requirements short version

• Bachelor's degree preferred, but Associate's degree with 5 years experience accepted.
  
• Proficient in SQL for data analysis and issue resolution.
  
• Knowledge of Windows Server administration and troubleshooting.
  
• Skilled in managing Microsoft IIS for web services.
  
• Comfortable teaching software use to others.
  
• Independent and productive in office or remote settings.
  
• Available for on -call support after hours and weekends.
  
• Strong team player with excellent communication skills.
  

Nice to haves

• Hands -on experience with client/server software systems, Oracle databases, SQL, Microsoft Server, IT networking standards, Microsoft Remote Desktop, and hardware/software troubleshooting in remote user environments, as well as enterprise SaaS solutions (including CORRIDOR).
  
• Previous experience with Zendesk, Jira, Confluence, and Microsoft Teams.
  
• Experience preparing and presenting software training materials.
  
• Knowledge of the aviation industry is a plus.
  
• Bilingual communication skills are advantageous.