Product Support Specialist - Aviation It (Sydney)

Trax Usa Corp; Gladstone Regional; Remote; AUD 90,000 - 130,000; Full time

Job summary

Trax Usa Corp is seeking a Product Specialist in the Sydney region. You will learn Trax products, develop documentation, conduct training, and serve as a liaison between airline customers and our programming team.

This role requires strong communication, problem-solving, and a focus on customer service. You will work closely with programming, QA, technical writing, and IT to deliver solutions, support implementations, and ensure successful deliveries with occasional relocation and significant

Qualifications

• Bachelor’s Degree in Aviation, Business or related field with 3–5 years in aviation tech/maintenance/software.
• Experience with Trax or similar aviation maintenance software.
• English proficiency; multilingual ability preferred.
• Outstanding communication skills, verbal and written.
• Excellent communication, teamwork and problem-solving skills.
• Strong customer service and de-escalation abilities.
• Attention to customer issues with urgency to resolve.

Responsibilities

• Act as a liaison between airline customers and programming department (Help Desk).
• Identify, research and resolve technical and software problems.
• Track and monitor customer issues for timely responses.
• Document customer specifications with Development Department.
• Test software changes and report issues.
• Develop documentation of new program features with Technical Writing.
• Provide customer training on-site or at Trax location.
• Coordinate customer projects and oversee implementations with the team.
• Manage customer implementation projects for smooth delivery of Trax products.
• Travel 50%+ domestically and internationally.

Skills

Communication skills

Teamwork

Problem-solving

Customer service

Education

Bachelor’s Degree in Aviation/Business or related field

Job description

Job 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.
• This position may require relocation.

Job type : Full time / Salaried

Job Level : Mid-level

Job Location : Remote

Remote : Yes