Customer Support Analyst

As an Aviation Customer Support Analyst on the Customer Support Team, you will be the first point of contact for troubleshooting, issue resolution, and maintenance of applications while collaborating with cross-functional teams to deliver efficient solutions. You will play a pivotal role in providing expert-level support, investigating and resolving application-related incidents, and documenting comprehensive troubleshooting guides and standard operating procedures to facilitate efficient issue resolution and knowledge sharing within the team. The ideal candidate will be highly motivated, personable, and have a strong sense of urgency. You will work closely with development teams, QA engineers, and other stakeholders to identify, communicate, and resolve technical issues, implement monitoring solutions for performance optimization, and manage and prioritize incidents based on severity. We are looking for someone with experience supporting software based on SQL Server, with basic knowledge of C# or similar coding experience being a strong asset. Proficiency in English at a native level is a must, along with experience supporting B2B customers in an international context. Strong organizational and time management skills are essential, with the ability to manage multiple roles and projects while remaining calm under pressure and adaptable. In your first 30 days, you will complete orientation to understand the company's culture, policies, and team structure, gain access to relevant systems and tools, and shadow team members to learn current processes. You will review supported applications, engage with stakeholders, and begin handling minor support issues under supervision. By your first 3 months, you will independently manage current projects, kick off a new internal development project, and contribute significantly to the documentation and knowledge base. You will identify areas for process improvement, propose and implement optimizations, and engage more actively in collaboration with development and QA teams. Within your first 6 months, you will advance your knowledge and skillset by handling complex incidents, initiating or contributing to projects aimed at proactive monitoring and performance optimization, and actively sharing expertise through training sessions and mentoring newer team members. Collaboration with the team lead to finalize strategies for continuous improvement and contribution to a long-term support plan will be a key focus.,