Product Support / Implementation Specialist - Aviation IT (Sydney)

Trax; Sydney; Hybride; AUD 90 000 - 120 000; Plein temps

Résumé du poste

Trax is hiring a Product Specialist to join our Sydney team. This role supports aviation software implementations, training, and documentation, acting as a liaison between airline customers and our programming department.

You will resolve technical issues, deliver excellent customer service, and coordinate customer projects across domestic and international travel. The position offers remote work options from Sydney and requires strong communication and problem-solving skills.

Qualifications

• Bachelor’s degree in aviation, business or related field.
• Experience in aviation field with Technical Records, Engineering, Maintenance or software implementations.

Responsabilités

• Act as a liaison between airline customers and the programming department (Help Desk).
• Identify, research and resolve technical and software problems.
• Track and monitor customer issues to ensure timely response and resolution.
• Coordinate with Development to document customer specifications.
• Test software changes and report problems.
• Work with Technical Writing to document new features.
• Provide customer training (on-site or remotely).
• On-call service for customer emergencies.
• Manage customer projects and oversee implementations with support from the team.
• Lead customer implementation projects to ensure smooth delivery of Trax products and services.

Connaissances

Aviation industry knowledge

Customer support

Technical problem-solving

Communication skills

Formation

Bachelor’s Degree in Aviation, Business or related field

Outils

Trax software

Documentation tools

Description du poste

All Jobs > Product Support / Implementation Specialist - Aviation IT (Sydney)

Product Support / Implementation Specialist - Aviation IT (Sydney)
Fully Remote Sydney, AUS

Description

Trax is hiring a Product Specialist to join our growing team in the Sydney, Australia region. 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.

Requirements

Key Responsibilities

• 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.

Qualification Requirements

• 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.

Other requirements:

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