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 Center&39;s 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: 

• Bachelor’s 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 Company’s success, reputation and sustainable growth.

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