Support Specialist

Aptaero; Schaumburg (IL); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Health, dental, vision benefits

401K option

Generous PTO

Team culture and events

Job summary

Aptaero is seeking a Support Specialist to back an implementation team for our Airline Choice Platform. You will work on-site in Schaumburg, IL, supporting end users and deployments, and collaborating with customers to resolve issues.

The ideal candidate has 3+ years in software and application support, strong problem-solving, and excellent communication skills. Occasional travel may be required; we offer a comprehensive benefits package.

Qualifications

• 3+ years of software and application support experience.
• Excellent problem-solving and critical thinking skills.
• Ability to quickly learn new systems and industries in a fast-paced, collaborative environment.
• Excellent written and oral communication skills.
• Ability to build and maintain relationships with clients and vendors.
• Independent judgment and effective time management.

Responsibilities

• Provide end-user technical and application support for the Airline Choice Platform.
• Troubleshoot and resolve customer concerns.
• Explain the solution process clearly to customers.

Skills

Software support

Technical support

Customer service

Troubleshooting

Communication

Job description

Join Our Team as a Support Specialist

About Us

At Aptaero, we specialize in SaaS solutions that empower our clients in the airline and airport operations industry. Our goal is to deliver cutting-edge tools and support that streamline operations and improve efficiency across the board. Join a collaborative team that values innovation, customer success, and operational excellence.

Position Overview

We are seeking an experienced Support Specialist to support & implementation team. An ideal candidate should be able to work in a team environment and be self-motivated and self-managed.

Location: Schaumburg, IL (on-site)

Key Responsibilities

• Provide End-User Technical & Application Support of our Airline Choice Platform.
• Interact with customers to understand, troubleshoot, and resolve concerns.
• Clearly explain the problem-solving process with customers.
• Support with implementation / deployment of projects.
• Assist with configuration & deployment on a range of airline industry devices & peripherals including ticket printers, passport readers, PCs, etc..
• Use ticketing system for incident management and customer coordination.
• Occasional onsite support & implementations (willing/able to travel
  internationally).
• Assisting with shipping, receiving and inventory tracking of hardware.
• Identify and suggest support process or procedure improvements.
• Perform platform QA including testing & reporting issues/bugs to development team.
• Assist team in creating and maintaining knowledge base articles & guides.

Required Qualifications

• 3+ years of software and application support.
• Excellent problem-solving and critical thinking skills.
• Proven ability to quickly learn new systems and industries in a fast paced, collaborative environment.
• Excellent written and oral communication skills.
• Knack for building and maintaining supportive relationships with clients and 3rd party partners and vendors.
• Ability to exercise independent judgment and effective time-management.
• Must be able to pass a Department of Homeland Security background
  check.

Preferred Qualifications

• Aviation or Travel Industry Experience.
• Airport/Airline Communication and CUTE Systems.
• Project coordination or project management a strong plus.
• Background in working in a critical production support 24x7 environment.
• Experience in supporting platforms in a SaaS environment.
• 2nd language proficiency in Spanish.

Benefits

• Competitive compensation package: Base Salary $50,000 - $65,000, plus bonuses and 401K option
• Generous PTO
• Comprehensive benefits (health, dental, vision, etc.)
• Team culture and events

Interview Process

• Screening Call with HR
• Meet with Support Manager
• Meet the Team
• Offer