Customer Support Systems Specialist

Overview
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 OEM's, dealers, and aircraft owners/managers as well as senior level customers. You will be required to develop your knowledge of business aircraft cabin, cockpit communication equipment and services.
Are you a customer-focused individual with a high level of attention to detail and have an interest in the aviation industry? Are you a self-motivated team player with a curious mind? You will have the opportunity to work with our Dealers, OEM's, Pilots, Directors of Maintenance, and customers by providing voice and data connectivity services.
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 accurate changes on customer accounts which can involve updating all equipment and service requirements
• Assist with troubleshooting requests from customers, dealers and OEMs pertaining to 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 databases 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
• 2-5 years of customer and product support experience in a high-tech, fast paced environment

Required Skills, Talents & 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, experience and talent

• Dependable, cooperative and thorough while working in a team environment
• Ability to utilize knowledge of the interconnectedness of business tools and processes across all products and services to solve complex issues
• Professional attitude with ability to prioritize work and exercise time management is critical
• Excellent customer service skills, including listening, verbal, and written communications
• Systemic and critical thinking skills to research and formulate solutions to time critical issues
• Aviation, Networking or Telecom industry experience

Equal Pay Disclosure(s)
Colorado Equal Pay Statement: Disclosure required by sb19-085 (8-5-20) of the minimum salary compensation for this role to be located in the state of Colorado.
Base Pay:
28.80 - 36.00 USD Hourly
Target Annual Short-Term Incentive:
Bonus Plan at 5% (% of Annualized Base Pay)
Eligible for Incentive Stock Program:
Yes
Benefits:
Gogo offers competitive benefits including medical, dental and vision coverage with plans that can fit each employee's needs. We offer an immediate vesting 401k plan, paid time off and volunteer time off. Employees have the option to participate in an Employee Stock Purchase Plan. Visit the Careers page on our website for more information at www.gogoair.com/careers.
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Gogo is an Equal Opportunity Employer and Affirmative Action Employer and works in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity.
Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.
The EEO is the law and is available here. Gogo participates in E-Verify (English and Spanish). Right to Work Statement (English and Spanish).