Technical Support Advisor

This role exists to be the first point of contact for TrustFlight's internal and external clients raising issues by phone and email across TrustFlight's SaaS products and eLearning services, resolving queries efficiently while upholding a consistently high standard of professional communication. The Technical Support Advisor takes personal ownership of every issue they handle, seeing it through to resolution where possible rather than passing it on, supports quality assurance testing of new releases and content, and works closely across departments to ensure clients receive a fast, accurate, and joined-up support experience.

• 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, elevate 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:

TrustFlight is an AI-first organisation. Every role is expected to actively engage with AI tools and digital ways of working to drive efficiency, quality, and innovation.

Tier 1 - AI User

Uses AI-assisted tools in daily workflows

Confidently uses AI features in existing tools (e.g. copilots, smart search, assisted drafting). Understands when AI output needs human review. Completes AI-User onboarding within 30 days.

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.

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