The Client Services Support Technician

Job description

Creating Value Through Intelligent Connectivity

SKYTRAC provides critical connectivity solutions to thousands of end users across the globe. With more than 800 customers operating 8,000+ aircraft on all seven continents, our commitment to excellence has established us as a trusted partner within the aerospace sector. As a provider of satellite and cellular airtime, as well as mission services to multiple segments of aviation, operators, systems integrators, and aircraft manufacturers rely on SKYTRAC as a capable and committed technology partner.

Our work helps aerial firefighters save our forests, allows search and rescue teams navigate dangerous environments, provides coast guards and militaries with mission-critical capabilities, and helps empower humanitarian missions around the world.

Since 1986, SKYTRAC has been home to talented professionals seeking to make a difference through the development of cutting-edge software and hardware used in the complex aerospace sector.

Engineer your career with SKYTRAC

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The Client Services Support Technician plays a crucial role in delivering exceptional end to end technical support and assistance to clients by leveraging in-depth product knowledge and troubleshooting expertise. This role involves addressing client inquiries, resolving technical issues, and offering hardware and software advice to clients using Latitude/SKYTRAC products worldwide.

This role is based out of our Kelowna, BC office location.

Essential Duties & Responsibilities

  • Provide timely and accurate technical assistance to clients in all aspects of Latitude/SKYTRAC Systems hardware/software service offerings via various communication channels, including phone, email, and chat.
  • Utilize product knowledge to address a wide range of inquiries related to product functionality, usage, and troubleshooting.
  • Diagnose and analyze root cause of technical issues for Satcom products reported by clients. Offer effective solutions or workarounds to resolve problems
  • Escalate complex technical issues to Internal Engineering Teams and Technical Lead when necessary
  • Maintain (and consult) internal and external technical documentation including User Guides/Technical Manuals
  • Contribute to the creation and updating of knowledge base articles, FAQs, and troubleshooting guides.
  • Maintain an up-to-date and comprehensive understanding of the company's products, their features, capabilities, and limitations
  • Provide end-user training as required (on site and online)
  • Work closely with the Network Manager, Sales Representatives and liaise with Engineering and Finance groups
  • Support additional Client Services related projects as assigned
  • Other duties as assigned.

Job requirements


  • A recognized technical designation in IT Networking/Computer Science
  • 5 years’ experience providing end to end technical client support with satcom products
  • Experience working with job specific software such as SVN, Hubspot, Confluence/JIRA, Sharepoint and MS Nav
  • Experience working with aviation clients’ and AME’s.
  • Familiar with aircraft wiring diagrams and Iridium satellite technology
  • Experience in Microsoft office applications (Excel, Word)
  • Excellent English skills, both verbal and written
  • An aptitude to quickly learn new platforms and absorb hardware and software product knowledge
  • Customer service focused, with positive, professional and enthusiastic communication and interpersonal skills
  • Excellent analytical, problem solving and research skills, able to find a logical path to solving problems
  • A proficient reader and writer of technical documentation
  • Able to coordinate cross-functional resources to resolve technical customer issues
  • Natural aptitude to prioritize, multitask, and work under pressure
  • A self-starter and able to work effectively within a team in a fast-paced environment