Customer Support Specialist – 6 month Contract

IFS

. Manage assigned EMX customer support cases, incidents and service requests according to support processes, service-level expectations and quality standards .

Posted 11/11/2026full-timeRemote • Itasca • Illinois • United StatesMid-LevelSenior💰 $65,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in application support and technical support within a customer-facing role, with a strong focus on incident handling, customer communication, and SLA/KPI-driven service delivery. Proficient in collaborating with internal teams and improving support processes while maintaining high-quality documentation.

Highest-signal resume keywords

Application Support ExperienceIncident Handling ExpertiseServiceNow ProficiencyKnowledge of ITIL PracticesCustomer Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Application-Level TroubleshootingEvidence GatheringCase OwnershipSLA/KPI ManagementProcess ImprovementKnowledge ManagementOperational StandardizationMaintenance Control KnowledgeContinuing Airworthiness ProcessesAircraft Maintenance Planning

Soft Skills

Customer-Focused ApproachStrong OwnershipPrioritization SkillsContinuous Improvement MindsetProfessional Written Communication

Tools & Technologies

ServiceNowJiraEMX/Empower MXWork-Tracking Tools

Industry Keywords

Aviation Maintenance ManagementRegulated Operational EnvironmentMRO ProvidersBusiness Aviation OperatorsDefense Aviation Organizations

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Manage assigned EMX customer support cases, incidents and service requests according to support processes, service-level expectations and quality standards
Investigate, analyse and reproduce customer-reported issues, including application-level troubleshooting and data-related checks
Provide timely, professional customer updates through support channels and maintain accurate case documentation
Communicate with customers through support tools, email and phone
Collaborate with R&D, QA, DB, Consulting and other internal teams to resolve customer issues
Distinguish standard support work from consulting, implementation, enhancement or product-development activities and route requests appropriately
Align EMX support operations with global IFS standards for case handling, escalation, documentation, knowledge sharing and governance
Identify process gaps, improve knowledge content and support skills and capability development
Participate in shift, coverage or on-call arrangements as required

Requirements

What you’ll need

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 continuous-improvement mindset
Willingness to work within agreed support coverage, shift or on-call arrangements when required
Experience supporting airlines, MRO providers, business aviation operators or defense aviation organizations
Knowledge of aircraft maintenance planning, engineering records, maintenance control or continuing airworthiness processes
Experience in a regulated or compliance-driven operational environment
Experience in an SLA / KPI-driven support environment
Knowledge of EMX / Empower MX or comparable aviation maintenance management systems
Knowledge of ITIL or similar practice
Experience contributing to knowledge management, process improvement or operational standardization

Benefits

Comp & perks

Flexible paid time off, including sick and holiday
Medical, dental, & vision insurance
401K with Company contribution
Flexible spending accounts
Life insurance and disability benefits
Tuition assistance
Community involvement and volunteering events
Remote and in-office working balance