Operations Support Specialist

Elevate Aviation Experiences with Immfly At Immfly, we believe flying should be more than just a journey.…it is a wonderful experience. Headquartered in Barcelona since 2013, we have been redefining in-flight connectivity, entertainment, and retail, working alongside 50+ airlines across Europe, Latin America, North America, and Asia Pacific. With a strategic global presence and scalable digital solutions, our customizable offerings encompass In-Flight Entertainment, Connectivity, and Onboard Retail, reaching millions of passengers across hundreds of destinations and making every flight one to remember. Join our dynamic team and become part of a community committed to innovation, excellence, and transforming the passenger experience. The Role We are looking for a motivated Operations Support Specialist to join our team and be responsible for providing technical and operational assistance to our customers by managing and resolving issues reported by users through the Jira platform or phone calls. The role involves close collaboration with development, product, and technology teams to ensure that problems are resolved, minimizing the impact on daily operations What your day-to-day will look like Acquire a deep understanding of how our solution works    Ticket Management: Receive, categorize, and prioritize tickets in Jira related to technical issues, change requests, and operational inquiries. Incident Resolution: Diagnose and resolve system issues or escalate them to the appropriate team when necessary, ensuring proper procedures are followed. Case Follow-Up: Continuously monitor open tickets, ensuring they are resolved within established timeframes, and maintain constant communication with affected users. Documentation: Keep detailed records of incidents, solutions implemented, and best practices in the company’s Confluence knowledge base. Communication: Facilitate communication between users and the development teams, ensuring all parties are informed about the status and progress of tickets. Continuous Improvement: Identify patterns in incidents to suggest improvements in processes and tools used, aiming to reduce the recurrence of issues. Training and Support: Provide guidance and training to users on the proper use of internal systems and tools, helping to prevent common issues. Train our customers’ employees when necessary onsite Support the area  Manager on administrative tasks One week per month, you should participate in the on-call support service  On a biweekly basis, it is required to visit and work from our customers' facilities in Madrid (airport area) Requirements:Experience & Qualifications 1-3 years of experience in a customer-focused position in a technical support role, preferably in software or IT Knowledge of Hardware support (mobile), Database, Google and Microsoft Office Suite Knowledge of Jira. Knowledge of Confluence, SQL, Postman and Developer tools in Web environments is desirable  Professional written and interpersonal skills are essential when communicating with customers and clients. Good communication skills Proactive, persistent, and highly results-driven person with a continuous learning mindset.  Fluent in English; Spanish and/or other European languages are a plus. Travels: This position includes occasional trips  What We Offer Opportunity to work with leading global airlines  A dynamic, international environment (20 nationalities) where innovation and collaboration are at the heart of what we do. Competitive salary and benefits package. Flexible working hours with a hybrid-remote work policy The chance to shape the future of in-flight digital experiences Success in this Role You’ll thrive as an Operations Support Specialist at Immfly if you are proactive, organized, and enjoy solving technical challenges, collaborating with teams, and delivering excellent customer experiences, with flexibility for on-call support and occasional travel.