Job description

CAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world. Our services are delivered through a “SaaS plus” model and we support over 20,000 aircraft on our maintenance tracking platform and over 31,000 engines on our engine health monitoring platform. Additionally, CAMP provides shop floor management ERP systems to over 1,300 aircraft maintenance facilities and parts suppliers around the world. CAMP has grown from a single location company in 2001, to over 1,000 employees in 13 locations around the world.

CAMP’s relationships with business aircraft manufacturers, aircraft maintenance facilities, and parts suppliers place it in a unique position to understand how current offline information flows in the business aviation industry to introduce friction to the global market for business aviation parts and services. CAMP is building a digital business that will streamline the exchange of parts and services and create substantial value for both CAMP and the aviation industry at large.

CONTINUUM Applied Technology, a division of CAMP, is the provider of the CORRIDOR software suite, which is one of the most widely used ERP systems for business aviation aircraft service centers. The CORRIDOR software suite is comprised of several modules, designed to enable aircraft service centers to manage almost every aspect of their business.

CAMP is an exciting company to work for, not only because of its future growth prospects, but also because of its culture. Smart, motivated people, who want to take initiative, are given the opportunity and freedom to make things happen. CAMP is part of the Hearst Business Media portfolio.

Job summary:

CONTINUUM Applied Technology, a division of CAMP, is in search of a Software Support – Department Supervisor who will share that same dedication for mission-driven work; an individual who can assist the Support Department team in providing an excellent support experience for our aviation customers, working hand-in-hand with them to solve unique business and regulatory challenges.

Are you passionate about helping clients solve complex challenges, able to empathize with customer need and can support them through critical business transformations? The Support department is a hub of CATI’s customer facing organization, to ensure our customers receive excellent ROI (Return On Investment) when they choose us as their software provider. The successful candidate will report directly to the company’s Customer Support Director.

The successful candidate must be skilled in running a Support Department as a supervisor. Having full understanding of SLA, contracts and KPI as well as being a customer focused, multi-tasking individual with a proven track record within ticketing systems (at the administration level, Zendesk preferred). In addition, a successful candidate proposes new and creative ideas, possesses highly effective communication skills and enjoys building constructive and effective relationships

Responsibilities:

• Learning to quickly ramp-up to being a CORRODOR product SME
• Provide professional support for inbound requests via phone, web-portal and email
• Provide guidance to Support Representatives and advice to apply advanced troubleshooting
• Manage the day-to-day within the Support department (tickets, workload, escalations etc)
• Working special projects assigned to you
• Raising issues to leadership to ensure pro-active problem resolution
• Monitoring trends and ways to reduce/improve ticket creation volumes
• Effectively communicate status and resolution updates to customer
• Work with all related departments (Support tiers, Quality, Development, Implementation/Professional-Services, Company leadership, DevOps and Data-Center teams) etc
• Apply advanced troubleshooting skill to diagnose, prioritize and resolved escalated internal or customer facing issues
• Work to understand the Aviation industry (business acumen)
• Monitor, document and manage support trends and give/implement solutions to improve the CX (Customer eXerience)

Requirements:

• Technical bachelor’s degree (preferred)
• At least 3 years of software support department supervisor experience
• Experience in SaaS software or ERP software support/deployment a plus
• Excellent written, verbal, and analytical skills
• Ability to owe a problem and to see (and report on) next steps
• Top-notch planning & organization skills with a high attention to detail
• Self-motivated, fast learner with the ability to operate independently
• Have the ability to multi-task and are comfortable working in a dynamic, fast-changing, entrepreneurial environment
• Have a strong ability and interest in listening to and working with customers to become their advocate
• You have the ability to work collaboratively and effectively with internal teams and customers alike
• You are highly motivated with a strong work ethic and must possess personal qualities of integrity and dedication to the company’s mission
• You have the ability to be a self-starter
• Database experience (SQL or Oracle preferred)
• Experience with JIRA and Confluence
• You have a high proficiency with all Microsoft Office products
• You are comfortable with SLAs, Knowledge Base (self-help) and all aspects of support department KPIs
• Experience (at the administrator level) of ticket management systems (Zendesk preferred)
• Experience giving employee feedback, interviewing candidates and writing annual reviews

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Austin, TX 78729: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• Software Support Supervisor: 3 years (Required)
• * Database experience (SQL or Oracle preferred): 3 years (Required)

Work Location: Hybrid remote in Austin, TX 78729

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