Application Support Specialist

As the company’s Application Support Specialist, you are responsible for supporting AMOS customers in the maintenance and daily operations of their various AMOS environments and enable them to keep their aircraft in an airworthiness state. You will provide customer support via the Online Support tool, e-mail and telephone.

Responsibilities:

· Ensure that AMOS customers receive immediate support in case ofairworthiness-related issues as per contract and service level agreements.

· Ensure 2nd level of support for the AMOS Application and follow-up thereof.

· Enforce internal company policies.

· Answer to a maximum of support cases independently based on extensive knowledge of the AMOS software and aviation authority regulations.

Primary Tasks:

· Acknowledge, manage and answer customer support queries in the AMOS Support Tool in accordance with the processes and procedures in place, following the Service Level Agreements.

· Check if the priority of the incoming support case is in accordance with the severity of the ticket.

· Start immediate actions for high-priority (SL1 and SL2) cases indicating that the productive AMOS environment and/ or the customer’s fleet’s airworthiness are at risk.

· Answer support telephone calls.

· Thoroughly test all incoming support queries based on the priority and urgency of the case and try to solve the problem.

· Lead the customer with step-by-step instructions for resolving the enquiry.

· Follow up with customer support queries.

· Assign the case to the respective Research & Development Team if the application support specialist cannot solve the problem.

· Test and attempt to reproduce the problem described in the support case before re-assigning it to the programmer.

· Organize and attend regular meetings with the Research & Development Teams.

Additional Tasks:

· Special project participation, such as assisting customers' go-live with their expertise on-site.

· Provide SQL statements that help solve the customer’s problem and that the customer needs to test in a test environment.

· In the event of resource shortage or other needs, employees might have to take over additional tasks.