Company Profile:

AV-BASE Systems, Inc. has been developing and supporting structurally integrated and cost-efficient maintenance and inventory control systems for over 25 years. With the head office based in London, Ontario, AV-BASE currently provides WinAir to over 200 operators (fixed- and rotary-wing) worldwide.

WinAir is widely recognized as the easiest-to-use system, and its scope and capability satisfy users at all levels. Its success is due to our dedication to both the product and clients, as we offer frequent improvements and new features in response to feedback from our customers.
 

Product Support Specialist (TCH0002)

As a part of Tech Support team, Product Support Specialist will be primarily responsible for screening and responding to customers’ needs and questions concerning the applicable version of WinAir. Product Support Specialist will work closely with customers to address their problems and questions by providing guidance and/or solutions in a professional manner.
The ideal candidate possesses:

• Ability to apply sound business logic and analytical skills to acquire an in-depth understanding of WinAir software and its supporting web-based applications;
• Ability to learn new software, and quickly adapt to an ever-changing environment;
• Ability to identify problem areas and find solutions;
• Ability to create rapport with a group (i.e. a helpful and positive attitude);
• Conceptual and analytical thinking with detail orientation;
• Highly developed presentation skills and the ability to enthusiastically communicate new ideas;
• Patience, interest, and willingness to learn; and
• Superior organizational skills that allow you to effectively function in a fast paced environment.

Principal Accountabilities

• Communicate with customers via in-house database, remote desktop technology and phone;
• Download, extract and analyze customer databases for testing purposes;
• Assist with database preparation, data conversions for system upgrades, and installations;
• Propose appropriate and creative solutions to problems discovered during testing;
• Take ownership of technical issues and collaborate with developers, sales, training staff and customers to resolve issues;
• Assist with customer software installations, data conversions, and system upgrades;
• Provide written and verbal responses to customer queries;
• Assist in developing and documenting user testing scenarios;
• Identify areas in software applications that require modification prior to being released;
• Write installation and support procedure documentation;
• Deliver detailed training programs supporting the WinAir series of Aviation Inventory and Maintenance software; and
• Evaluate and test software for quality assurance as assigned.

Required Qualifications

• Minimum of College Diploma or University Degree in Computer Programming, Internet Applications & Web Development, Multimedia Technology or related discipline
• Must be professional, articulate and able to achieve goals with medium supervision
• High technical aptitude and proficiency with general information technology
• Sound analytical, problem-solving and decision-making skills
• Excellent presentation skills

Preferred Qualifications

• Familiarity with relational database terminology
• Extensive knowledge of Windows Operating Systems, Microsoft Office Suite and Internet Explorer
• Technical support experience working with software applications or equivalent
• Experience working with MS SQL preferred
• Fluency in other languages is an asset

 

How To Apply:

Please send your cover letter and resume in Word or PDF format by e-mail to [email protected] (Attention: Human Resources). Please be sure to include the reference # and position title in the subject line as well as indicate where you found this job posting in the email.

Thank you in advance for your interest, and those candidates selected for an interview will be contacted. Salary will be commensurate with experience, and if you have questions or require special accommodations at any point of recruitment process, please contact Human Resources at [email protected].