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Lead Customer Support Specialist

2 months ago

Middle River, United States Tad PGS Full time

We are excited to announce an exceptional opportunity for a Senior Call Center Associate at Tad PGS. This role is pivotal in ensuring our aerospace customers receive unparalleled support.

Key Responsibilities:

  • Provide assistance through various channels including ticketing systems, email, and phone to both internal and external aerospace clientele promptly.
  • Deliver aircraft on-ground (AOG) support as required.
  • Facilitate customer inquiries by routing them to the appropriate subject matter experts.
  • Collaborate with Production Control for AOG parts requisitions.
  • Oversee phone communications and direct customer queries to the suitable teams or departments.
  • Effectively manage and prioritize help desk cases, ensuring second-level issues are escalated to the right support team members.
  • Handle various tasks related to billing, system upkeep, and account audits.
  • Document and monitor technical challenges to guarantee timely resolutions.
  • Ensure prompt follow-up on client issues to meet contractual obligations and standards.
  • Utilize relevant business systems to track and resolve customer concerns.
  • Maintain a professional demeanor in all customer interactions to uphold high standards of customer satisfaction.
  • Stay updated on relevant technologies as assigned.
  • Possess a comprehensive understanding of company offerings, services, pricing, and procedures.
  • Experience in engaging with a technical customer base.
  • Escalate unresolved customer issues to the Contact Team Leader or Manager when necessary.
  • Manage user profiles and accounts with appropriate authority.
  • Foster strong customer relationships through consistent communication.
Basic Qualifications:
  • A minimum of 7 years in a contact center or help desk role within a technical environment.
  • Progressive leadership experience in a call center or help desk setting is highly advantageous.
  • Exceptional written and verbal communication abilities.
  • Capability to work autonomously.
  • Proficient PC skills, including experience with MS Office, MS Outlook, and Excel.
  • Background in Aerospace or Airline operations.
  • Availability to work weekends and second shifts as required.
Preferred Qualifications:
  • Associate degree in a technical field.
  • Preference for studies related to mechanical or aerospace disciplines.
Security Clearance:
No Clearance Required

Equal Opportunity Employer:
Tad PGS is committed to diversity and inclusion in the workplace. We welcome qualified applicants from all backgrounds.