Technical Support Specialist (Zendesk Proficient)

About CAMP Systems: At CAMP Systems, we are the trusted leader in aircraft compliance and health management, proudly serving the global business aviation industry. With over 20,000 aircraft and 33,000 engines supported on our cutting-edge platforms, and partnerships with more than 1,300 maintenance facilities and parts suppliers worldwide, we're shaping the future of aviation technology. Since our founding in 1968, we've grown to a dynamic team of 1,600+ employees across 14 locations globally-all united by a passion for innovation and excellence.

Our Mission & Vision:
We connect the aviation industry through smart technology to make flight safer and more efficient, driving the future of aviation with intelligence and exceptional customer experiences.

Our Values & Excellence Mindset: We are customer obsessed, trust-driven, owners of our work, stronger together, constantly curious, and boldly innovative.

What You Will Experience In This Role:

We're looking for a tech-savvy and customer-oriented Technical Support Specialist I to join our growing support team in Cordova, TN. This role is central to providing high-quality support for our customers using our CORE Systems and eCommerce platform. You'll work closely with customers to resolve technical issues, complete administrative requests, and ensure their experience with our technology is seamless and productive.

This position requires a strong understanding of web-based systems and eCommerce environments, including order workflows, data integrations, APIs, user account management, and platform configuration. You'll also handle inbound support inquiries, collaborate cross-functionally, and play a key role in helping customers succeed.

Responsibilities:

• Handle inbound customer support inquiries via phone, email, chat and support tickets, with a focus on technical and administrative issues related to our CORE and eCommerce platform.
• Provide technical assistance for eCommerce features such as product catalog management, user permissions, checkout configuration, data syncs with ERP systems, and API-related issues.
• Respond to customer admin requests such as user account setup, role/permission changes, and organization-specific configurations.
• Troubleshoot and resolve issues related to the ILS CORE/eCommerce platform, databases, and integrations.
• Document technical issues, steps to reproduce, and escalate to Level 2 support as needed.
• Prioritize and triage daily support tickets based on impact and urgency.
• Support the setup and onboarding of new customers on the eCommerce platform.
• Guide users through basic training, including admin console features and best practices.
• Generate reports and analytics on platform usage and customer support metrics.
• Collaborate with Product and Engineering teams to identify recurring issues and recommend long-term solutions.
• Participate in testing new features, platform enhancements, and assist in deployments or updates.
• Act as a key liaison between customers and internal teams to ensure a seamless support experience.

You have:

• Bachelor's degree in a related field, or equivalent experience.
• 1-2 years of experience in technical support, software support, or customer service, ideally supporting an eCommerce or SaaS platform.
• Strong customer service mindset with excellent verbal and written communication skills.
• Experience working with customer requests such as account creation, permission updates, and profile or data adjustments.
• Familiarity with eCommerce systems, workflows, or tools (e.g., product catalogs, order flow, checkout functionality, integrations).
• Proficiency in Windows, macOS, or Linux environments.
• Basic understanding of databases (e.g., SQL), web technologies, and REST/SOAP APIs.
• Familiarity with support ticketing tools (e.g., Zendesk).
• Ability to balance technical troubleshooting with a friendly, solutions-oriented approach.
• Bonus: Experience with scripting languages, HTML/CSS/JavaScript, or bilingual (English/Spanish).

Why Work at CAMP?

Join a culture where your ideas matter, your impact is real, and your growth is supported. Be part of a team reimagining the future of aviation.

CAMP is committed to creating a diverse environment and is proud to be an affirmative action and equal opportunity employer - vets/disabled

CAMP is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please contact hr@campsystems.com.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or protected veteran status EEO.