Technical Support Specialist (Zendesk Proficient)

Overview

CAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world. Our services are delivered through a "SaaS plus" model and we support over 20,000 aircraft on our maintenance tracking platform and over 31,000 engines on our engine health monitoring platform. Additionally, CAMP provides shop floor management ERP systems to over 1,300 aircraft maintenance facilities and parts suppliers around the world. CAMP has grown from a single location company in 2001, to over 1,600 employees in 13 locations around the world.

Inventory Locator Service (ILS), a CAMP Systems company, has helped customers by collecting data about parts available in the marketplace and organizing them into one user-friendly database. The new and used parts locator service developed by ILS has helped numerous customers in the aviation, marine, and defense sectors find the parts they need, streamline procurement, sell their parts inventory, improve their MRO services, and automate their supply chain operations.

CAMP's relationships with business aircraft manufacturers, aircraft maintenance facilities, and parts suppliers place it in a unique position to understand how current offline information flows in the business aviation industry to introduce friction to the global market for business aviation parts and services. CAMP is building a digital business that will streamline the exchange of parts and services and create substantial value for both CAMP and the aviation industry at large.

CAMP is an exciting company to work for, not only because of its future growth prospects, but also because of its culture. Smart, motivated people, who want to take initiative, are given the opportunity and freedom to make things happen. CAMP is part of the Hearst Transportation Division.

Job Summary

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.

Requirements

• 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).

CAMP is committed to creating a diverse environment and is proud to be an affirmative action and equal opportunity employer. We understand the value of diversity and its impact on a high-performance culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

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 veteran status EOE