Technical Support Advisor

Job requirements

• · Answer and resolve inbound support tickets received by phone and email across TrustFlight’s software and LMS services, ensuring timely, accurate, and professional responses at all times.
• · Own issues from first contact through to resolution, taking full accountability for keeping clients informed and cases moving forward, escalating only when genuinely necessary.
• · Administer, find and maintain the LMS, including creating and maintaining internal and external user accounts, generating reports, and managing back-end functionality and plugins.
• · Support the eLearning and Software Development teams by carrying out front-end and regression testing and QA on new releases and content, in line with ISO 9001 standards.
• · Maintain a consistently high standard of professional written and verbal communication in every client interaction, adapting tone and clarity to the client’s technical level.
• · Liaise and collaborate across the eLearning and Software Development teams to resolve technical issues, escalate ideas and potential solutions, and drive Continuous Service Improvement (CSI).
• · Document resolutions and maintain supporting documentation - including user guides, configuration notes, and the eLearning Administration Guide - contributing to a reusable knowledge base.
• · Research new LMS functionality and capabilities, recommending improvements that reduce manual tasks and enhance current offerings.

Required Qualifications & Experience

• · 1+ years’ experience in a customer-facing technical support or IT service role, or equivalent transferable experience handling client queries by phone and email.
• · Good level of IT knowledge, with the ability to quickly understand new software and services; competent in Microsoft Word and Excel for documentation and reporting.
• · Excellent written and verbal communication skills, with a strong customer focus.
• · Excellent problem-solving skills and strong attention to detail.
• · Ability to multi-task effectively across concurrent tickets, LMS administration, and QA activities.

Desirable Skills & Experience

• · Experience within an IT department or company offering online/SaaS services.
• · Previous LMS administration experience.
• · IT Service Management (ITSM) / ITIL Foundation certification.
• · Experience in aviation security, aviation, or other regulated industries.

AI & Digital Competency

Tier 1 — AI User

Role-Specific AI & Digital Skills

• · Use AI-assisted tools to draft and refine ticket and client responses, improving clarity, tone, and professionalism.
• · Use AI tools to support LMS content QA, flagging inconsistencies and errors for review.
• · Apply AI-powered search and summarisation when researching solutions and new LMS functionality.
• · Use digital collaboration tools effectively to liaise with the eLearning and Software Development teams.