Job Description

ELITE Simulation Solutions (ESS) is in the business of publishing, distributing and supporting IFR flight simulation software and components for private users and  designing, manufacturing, assembling, installing and providing technical support for flight simulation training devices for flight training institutions from FBOs, colleges / universities, flight training academies, commercial flight operations and multi-level government flight activities.

We're currently seeing a Technical Support Specialist to join our growing team!

Job Summary:

The Technical Support Specialist will assist customers with troubleshooting and resolving flight simulation and computer hardware and software items. This role is key to offering a positive customer experience for Elite Simulation Solutions customers and serves as a trusted advisor to the customer to aid and remediate hardware and software issues.

Supervisory Responsibilities:

• None.

Duties/Responsibilities:

• Handles inquiries from customers on a variety of software and hardware issues. 
• Provides customers support via phone, chat, email, ticketing system to assist with technical concerns.
• Assists users with installation of software and troubleshooting of related problems and provides support for escalated items to result in a first call resolution.
• Advanced computer proficiency which includes supporting installation of software, drivers, IOS, internet configurations, installing and configuring computer hardware components. 
• Guides customers through diagnostic and troubleshooting processes which may include use of diagnostic tools, and software and/or following verbal instruction.
• Diagnoses issues and triages more complex issues and partners to resolve more complex issues by effectively engaging appropriate staff.
• Communicates regularly with other members of the support team to discuss recurring problems and to share solutions and best practices. 
• Maintains and updates relevant Standard Operating Procedures (SOP’s) to ensure internal process documents are kept current and relevant.
• Identifies use cases where upgrades and upselling could offer a better user experience and engages appropriate staff to assist with sales when necessary.
• Position will become knowledgeable of various flight simulator software and will learn how to configure and calibrate associated flight control hardware.
• Position will be required to process various products for shipment, receive and maintain inventory and provide reports as required.
• Performs other related duties as assigned.

_Required Skills/Abilities: _

• Thorough understanding of computer software and hardware, including desktop computers, laptops, network devices, and peripherals. Aviation and/or flight simulation experience preferred but not required.
• Excellent verbal and written communication skills. 
• Excellent interpersonal and telephone skills.
• Proficient in Microsoft Office Suite or related software.  
• Ability to effectively multitask in a deadline driven and fast pace environment.
• Must be able to work well independently and in a team-oriented environment.
• Up to 10% travel required.

Education and Experience:

• High School Diploma or equivalent required.
• At least five years of work-related experience with multiple software packages required.

_Physical Requirements: _

• Prolonged periods sitting at a desk and working on a computer.
• Ability to sit, stand, kneel, bend and lift materials.
• Must be able to lift up to 50 pounds at times. 
• Ability to work in both an office and warehouse space.
• Ability to work in both a climate and non-climate-controlled space.

Company Description

ELITE Simulation Solutions (ESS) is in the business of publishing, distributing and supporting IFR flight simulation software and components for private users and designing, manufacturing, assembling, installing and providing technical support for flight simulation training devices for flight training institutions from FBOs, colleges / universities, flight training academies, commercial flight operations and multi-level government flight activities.