Customer Support Systems Specialist

1 week ago

Broomfield, Colorado, United States Gogo Full time
About the Role

We are seeking a highly skilled and detail-oriented Aviation Support Expert to join our team at Gogo Business Aviation. As a key member of our customer support team, you will be responsible for providing exceptional service to our customers, OEMs, and dealers.

Key Responsibilities
  • Customer Support: Serve as the primary point of contact for customers, OEMs, and dealers, providing timely and accurate support for equipment activations, account and billing issues, and other customer care activities.
  • Account Management: Responsible for accurate account activation, deactivation, and suspensions using business process management tools such as Salesforce and billing databases.
  • Troubleshooting: Assist with troubleshooting requests from customers, dealers, and OEMs about service activations, account inquiries, and other customer care activities.
  • Process Knowledge: Maintain thorough knowledge of customer support activations and Tier 1 processes and procedures, inclusive of urgent and complex requests requiring critical problem-solving skills.
  • System Knowledge: Sustain a thorough working knowledge of all systemic database applications and internal business tools, including new functionality and features.
  • Performance Metrics: Support adherence to all key performance goals and objectives, including mean time to resolution and customer contact rates.
Requirements
  • Education: Bachelor's degree in Business or a related technical field or equivalent work experience.
  • Experience: 2-4 years of customer and product support experience in a high-tech, fast-paced environment.
  • Training: This position will begin with 3-4 weeks of on-site training at our office. Following the training period, the role will transition to a hybrid model, where you will be required to work in the office for at least 2-3 days per week.
  • Skills: Analytical abilities, independent work, experience with Salesforce or Enterprise Resource Planning (ERP) tools, high attention to detail, and in-depth capability of correlating work items across bundled services and products.
Preferred Qualifications
  • Teamwork: Dependable, cooperative, and thorough while working in a team environment.
  • Problem-Solving: Ability to utilize knowledge of the interconnectedness of business tools and processes across all products and services to solve complex issues.
  • Customer Service: Excellent customer service skills, including listening, verbal, and written communications.
  • Industry Knowledge: Aviation, Networking, or Telecom industry experience.
Benefits

Gogo offers competitive benefits, including medical, dental, and vision coverage, an immediate vesting 401k plan, paid time off, and volunteer time off. Employees have the option to participate in an Employee Stock Purchase Plan.

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