Training Product Support Engineer

Job Description:

We are looking for a Training Product Support Engineer to support our worldwide customers. Who has a keen interest and knowledge in the Aviation industry.

Duties / Responsibilities:

• Troubleshooting incidents.

• Follow defined processes to ensure seamless support

• Development & maintenance of reports

• Create Help/FAQ Instructional documents based on customer queries received

• Escalation management.

• Learning Management System (LMS) administrative tasks / support.

• Project coordination to assist project leads (basic certifications in change management preferred)

• All other duties as assigned

• Proactive customer centric approach to ensure there is minimal delay in resolving their requests

• Assist in Content writing Reports and Preparing documents for deliverables.

• Responsible for the request for proposal authoring and will contribute to the contract the statement of work and the transition plan

• Keep regularly up to date technical knowledge (digital interfaces software hardware and Training Products)

• Ensure team adheres to KPIs SLAs and publishes regularly (weekly/monthly) reports to stake holders

• Ensure to document all processes (new change/updated) as per required quality standards of the organization

• Assist L1 timely manner and ensure they get frequent process updates and they are autonomous in their BAU.

Knowledge Skills Abilities & Other characteristics:

• Customer handling skills - Incident and escalation management (relevant certifications preferred like ITIL Project management life cycle etc)

• Understanding of administration of learning management system (to create/update and manage course catalog user permissions user interface login method etc)

• Good understanding of XML and HTML content

• Good knowledge of MS office / Google Suite Package Advance Level in Excel and VB.

• Good understanding on Basic type of product testing (Regression UAT)

• Basic Knowledge of AWS platform

• Basic or good knowledge of cloud-based Learning Management System (LMS)

• Good written and verbal communication skills - English

• Ability to establish and maintain cooperative working relationships

• Ability to work in a team environment remaining attentive to ideas recognizing responsibilities and actively participating with others to accomplish assignments and achieve desired goals

• Identifies what needs to be done and takes action before being asked or required

• Language skills: English negotiation level

• Adaptability to Work flexible in shifts and stretch during the team requirements.

• Computer skills - Deployment / Installation / DOS / Internet configurations / SaaS applications.

• Customer centric approach in dealing with all types of customers.

• Technical knowledge covering development validation deployment and use cases all types of training means technologies.

• Knowledge of Training Centers operations (ATO/MTO) experience in understanding the OEM (Original Equipment Manufacturer) processes will be an added advantage

• Knowledge of any training products/solutions such as LMS Smarter Classroom MyTDS platform is plus

• Team player CAN DO attitude adaptability

Qualifications:

• Bachelors degree in Computer Science / Aerospace / Engineering

• Basic/advanced knowledge on online learning formats such as Text/HTML PDF Video PPT XML and any other common formats used with online learning materials (SCORM AICC etc)

• Prior experience in a client facing help desk or technical support environment or equivalent consulting experience (minimum 5-6 years)

• Experience in a self-directed work environment

This job requires an awareness of any potential compliance risks and a commitment to act with integrity as the foundation for the Companys success reputation and sustainable growth.

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