Customer Support Systems Specialist (Activations & Tier 1) – Swing/Night Shift

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Denver, CO
1-3 Years Experience
Aerospace • Hardware • Information Technology • Mobile • Software
Gogo Business Aviation is the leading global provider of inflight connectivity solutions for business aircraft
The Role

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The Gogo Business Aviation Customer Support Systems Specialist (Activations & Tier 1)Swing/Night Shift 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 in a 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 initially, transitioning to remote shift in January 2025 (must me located in the Denver Metropolitan Area) - either Sunday to Wednesday or Wednesday to Saturday, 7 pm to 6 am MST.

  • After you stop working the day shift, you will receive a 10% pay differential

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 

  • Aviation, Networking, High-Tech or Telecom industry experience

Preferred Skills, Talents, and Experience

  • 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

  • A professional attitude with the ability to prioritize work and exercise time management is critical

  • Excellent customer service skills, including listening, verbal, and written communications

  • Systemic and essential thinking skills to research and formulate solutions to time-critical issues

Equal Pay Disclosure(s)

Base Pay:

31.54 - 39.42 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 and Affirmative Action employer, working 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).

What the Team is Saying

Jason
Nicole
Vishal
Mike
The Company
Broomfield, CO
420 Employees
Hybrid Workplace
Year Founded: 1991

What We Do

Gogo Business Aviation is the world’s leading provider of broadband connectivity services for the business aviation market. We offer a customizable suite of smart cabin systems for highly integrated connectivity, inflight entertainment, and voice solutions – innovations that help people in the air stay fully connected to their work, life and entertainment on the ground.

Gogo created the inflight connectivity revolution, and we continue to be the driving force behind breakthroughs that redefine the inflight experience for business aviation passengers, pilots, and operators, with technologies like our Gogo AVANCE platform, the first 5G network for business aviation, our global broadband solution, and our best-in-class customer service. We do it all: Networks, Systems, Services, and Support.

With a comprehensive product portfolio like this one, Gogo Business Aviation leads the industry in the latest technology and introduces new functionality that has never been created before.

Situated in Broomfield, Colorado, between Denver and Boulder, Gogo Business Aviation is also a world-class company with a working culture to match. At Gogo, our diverse blend of employees are our greatest asset, keeping us innovative and passionate. Our employees contribute to the success of the company while maintaining the flexibility to work towards their own professional and personal goals.

If you are a someone with big ideas that wants to work for an industry-leading aviation technology company, check out our careers website at https://business.gogoair.com/careers/.

Why Work With Us

By working here, you’ll be part of revolutionizing inflight connectivity for the business aviation market alongside top-notch people. Operating as One Team, we are focused on our mission and propelled by our talented and diverse group of professionals. Join our team and work on industry-leading projects and make a meaningful impact from day one.

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Gogo Business Aviation Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

We offer flexible working opportunities as a method to promote work-life balance and to have a positive impact on our employee’s experience. Most of our employees work in our Broomfield or Chicago offices while some work remotely (based on role).

Typical time on-site: Flexible
Broomfield, CO

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