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)

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.
• 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