Support Agent

2 weeks ago


Atlanta, United States Total Aerospace Services Full time
Job DescriptionJob Description

Our client, an innovative IT company based in Atlanta, GA, is seeking a Support Agent to join their dynamic team. As a Support Agent, you will be responsible for monitoring, addressing, and resolving support requests related to their software and hardware systems. This is a full-time position reporting to the Duty Manager.

Responsibilities:

  • Monitor support requests and promptly address issues with our client's software and hardware systems.
  • Maintain a consistent monitoring and updating schedule, ensuring adherence to Service Level Agreements.
  • Handle support issues from initial stage to completion of Root Cause Analysis (RCA), following up with relevant parties.
  • Learn and support various mission-critical aviation systems.
  • Provide training internally and externally.
  • Actively participate in documentation and improvement initiatives, collaborating with management through the RCA process, quality process, and preventive and corrective actions.
  • Adhere to our client's Security Policies as well as their customers' Security Policies (ISO 27001 certification).
  • React to P1/P2 issues in the shortest time possible, following established processes, procedures, and playbooks.
Qualifications:
  • Minimum of 3 years of experience in customer service support or technical support.
  • Previous experience working for an airline, particularly in the Departure Control process or providing customer support in the Ticketing process using a Passenger Service System.
  • Some IT experience and general knowledge of modern computing concepts, such as cloud systems, networking, application performance monitoring, web communications, servers, and VPNs, would be advantageous.
  • Ability to work efficiently in collaboration with a team or independently.
Our client offers competitive compensation and benefits packages, including work equipment and paid time off. If you are passionate about aviation technology, customer support, and want to be part of an innovative company, apply nowKeywords: Support Agent, technical support, customer service, aviation industry, Departure Control, Ticketing process, Passenger Service System, IT experience, Atlanta, GA.0
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