Support Specialist

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 only)

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.

Citrix Receiver, NetScaler, XenApp 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