Software Support Technician

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:

Component Control, a CAMP Systems Company, is in search of Software Support Technician to maintain customer satisfaction by providing remote software system support; identifying system improvements; upgrading, installing, and configuring systems; onsite, classroom and remote training of end users on the use of the software. All candidates must have the ability to: be on call beyond normal business hours and on weekends and participate in rotational after hours on call support on a regular basis. All candidates must assume ownership of issues and problems and resolve in a timely manner and have the ability to operate independently with a high degree of productivity and reliability and be open to working a flexible shift schedule.

Responsibilities:

• Lead and oversee all Software Support Representatives in the remote software system support function, ensuring timely, professional, and accurate resolution of customer issues.
• Manage and resolve software-related issues with a sense of urgency and ownership.
• Provide front-line support by answering the help desk phone line for all incoming service requests, including the Emergency Support line.
• Deliver clear and effective solutions to client inquiries and issues.
• Advise customers on best practices and ideal use of software based on business processes, escalating to Professional Services when appropriate.
• Take full ownership of all assigned calls and issues through to resolution.
• Create and maintain comprehensive, up-to-date documentation, including processes, procedures, troubleshooting guides, and known error logs.
• Contribute proactively to the internal knowledge base and continuous improvement efforts.
• Provide detailed, actionable feedback for product enhancements and participate in Quality Assurance testing for bugs and updates.
• Serve as a key liaison between Software Support and other departments to ensure smooth communication and handoffs.
• Apply specialized accounting and finance knowledge to troubleshoot complex system and client issues.
• Serve as the primary escalation point for advanced Finance & Accounting technical challenges.
• Conduct client consultations and training sessions, ensuring users are confident, capable, and satisfied with software functionality.
• Consistently demonstrate accountability, initiative, and follow-through on all assignments.
• Other duties as assigned.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies: 

• Problem Solving - Takes initiative to identify root causes; develops effective, sustainable solutions; demonstrates persistence in resolving issues.
• Technical Skills - Continuously expands knowledge; shares expertise and mentors others.
• Customer Service - Communicates clearly, confidently, and constructively with clients and colleagues.
• Communication - Communicates clearly, confidently, and constructively with clients and colleagues.
• Teamwork - Demonstrates strong collaboration skills; supports team goals while maintaining individual accountability.
• Judgment - Exercises sound decision-making, especially under time constraints.
• Professionalism - Models reliability, integrity, and respect in all interactions.
• Quality & Accuracy - Delivers work of the highest quality with close attention to detail.
• Adaptability - Thrives in a fast-paced, evolving environment.
• Dependability - Consistently follows through, meets deadlines, and upholds commitments without supervision.
• Initiative - Proactively identifies opportunities for process and product improvement.
• Innovation - Brings forward creative ideas t