Customer Support Systems Specialist (Tier 1)

We will be accepting applications through September 23, 2024 or until filled.

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The Gogo Business Aviation Customer Support Systems Specialist (Activations & Tier 1) is responsible for providing efficient and accurate equipment activations/deactivations, initial troubleshooting, account initiation and updates, service billing information, and other customer support actions to OEMs, dealers, aircraft owners/managers, and senior-level customers. You must develop your knowledge of business aircraft cabins, cockpit communication equipment, and services.

Are you a customer-focused individual with high attention to detail and an interest in the aviation industry? Are you a self-motivated team player with a curious mind? You can provide voice and data connectivity services to our dealers, OEMs, pilots, maintenance directors, and customers.

COME ON BOARD THE GOGO BUSINESS AVIATION CUSTOMER SUPPORT TEAM!

How will you make a difference?

• Serve as the primary point of contact to customers, OEMs, and dealers, including senior-level external personnel, regarding activation of equipment, selection of services, account and billing issues, and any actions needed to initiate and maintain the customer account(s)

• Responsible for accurate account activation, deactivation, and suspensions utilizing business process management tools such as Salesforce and billing databases

• Research and execute timely and precise changes on customer accounts, which can involve updating all equipment and service requirements

• Assist with troubleshooting requests from customers, dealers, and OEMs about service activations, account inquiries, inquiries relating to system use, service agreements, service billing, initial troubleshooting, and other customer care activities. Coordinate with Tier 2 Support to ensure resolution to escalated issues 

• Maintain thorough knowledge of Customer Support Activations and Tier 1 processes and procedures, inclusive of urgent and complex requests requiring critical problem-solving skills across multiple types of work items

• Sustain a thorough working knowledge of all systemic database applications and internal business tools, including new functionality and features

• Support adherence to all key performance goals and objectives, including mean time to resolution and customer contact rates. Directly contributes to Net Promoter Scores and customer loyalty

• Contribute to special projects as assigned by the Support Manager or other Gogo Business Aviation Senior Management, including user acceptance testing for critical software and internal business tool processes and deployment

• Deliver front-line support to end-users of Gogo Business Aviation systems on issues relating to proper use/operation, functionality of services, and network performance or coverage issues.  Troubleshoot first-level technical issues to achieve resolution in a timely and efficient manner

• Provide a working knowledge of all Gogo Business Aviation products and services that are sold to the Business Aviation market, providing information on available promotions and service upgrade opportunities

Qualifications

• Bachelor’s degree in Business or a related technical field or equivalent work experience

• 2-4 years of customer and product support experience in a high-tech, fast-paced environment

• This position will begin with 3-4 weeks of on-site training at our Broomfield, Colorado office. Following the training period, the role will transition to a hybrid model, where you will be required to work in the Broomfield, Colorado office for at least 2-3 days per week

• The hours for this position are Monday to Friday, 8:00 am to 5:00 pm MST

Required Skills, Talents, and Experience

• Analytical abilities that can comprehend and communicate complex situations to customers

• Independent and takes self-initiative to monitor, improve, and collaborate with team members internally and cross-functionally through vertically integrated organizations

• Experience with Salesforce or Enterprise Resource Planning (ERP) tools 

• High attention to detail, including accuracy and first-pass yield

• In-depth capability of correlating work items across bundled services and products 

Preferred Skills, Talents, and Experience

• Dependable, cooperative, and thorou