Customer Support Specialist

🔥 2 minutes ago

🌐 United States, Sri Lanka – Remote

🇺🇸 United States – Remote 🇱🇰 Sri Lanka – Remote

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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IFS

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1983

🏗️ Construction

🏭 Manufacturing

📦 Logistics

💰 Secondary Market on 2022-03

Construction • Manufacturing • Logistics

IFS is an enterprise software company providing solutions for various industries, including aerospace and defense, construction and engineering, energy, utilities, and resources, manufacturing, services, and telecommunications. The company offers a wide range of software products, including enterprise asset management, field service management, enterprise resource planning, and solutions leveraging artificial intelligence such as IFS. ai. These solutions are designed to optimize asset lifecycle management, improve customer engagement, and enhance operational efficiencies. IFS Cloud provides a comprehensive platform for digital transformation, helping businesses to harness data and drive insights across their operations.

📋 Description

• Manage assigned EMX customer support cases, incidents and service requests in line with support processes, service-level expectations and quality standards • Investigate, analyse and reproduce customer-reported issues, including application-level troubleshooting and data-related checks • Provide clear, timely and professional customer updates through agreed support channels • Maintain accurate case documentation, case notes and audit-ready records • Communicate with customers through designated support tools, email and phone • Collaborate with R&D, QA, DB, Consulting and other internal teams to progress customer issues to resolution • Distinguish standard support work from consulting, implementation, enhancement or product-development activities and route requests appropriately • Support alignment of EMX support operations with global IFS standards, including case handling, escalation, documentation, knowledge sharing and processes • Identify process gaps, improve knowledge content and support skills and capability development

🎯 Requirements

• Experience in application support, technical support, service operations or a similar customer-facing support role • Strong understanding of case ownership, incident handling, customer communication, escalation paths and SLA / KPI-driven service delivery • Ability to investigate, reproduce and analyse customer issues, including application-level troubleshooting and evidence gathering • Ability to understand customer operational impacts and translate business issues into technical support activities • Clear and professional written communication, with strong discipline around case notes, customer updates and audit-ready documentation • Ability to work effectively with Consulting, R&D, QA, DB and other internal stakeholder groups • Experience with ServiceNow, Jira or similar work-tracking tools • Customer-focused, structured and quality-oriented approach, with strong ownership, prioritization and a continuous-improvement mindset • Willingness to work within agreed support coverage, shift or on-call arrangements when required by the operating model • Knowledge of EMX / Empower MX or comparable aviation maintenance management systems is desirable • Experience supporting airlines, MRO providers, business aviation operators or defense aviation organizations is desirable • Knowledge of aircraft maintenance planning, engineering records, maintenance control or continuing airworthiness processes is desirable • Experience working in a regulated or compliance-driven operational environment is desirable • Experience working in an SLA / KPI-driven support environment is desirable • Knowledge of ITIL or similar practice is desirable • Experience contributing to knowledge management, process improvement or operational standardization is desirable

🏖️ Benefits

• Remote work opportunities • Hybrid work opportunities • Flexible work arrangements • Inclusive workplace experiences • Opportunity to work in a global, diverse environment • Commitment to sustainability • Opportunities to contribute to professional skills and capability development