Technical Customer Support Representative Tier ll


(Broomfield, Colorado)
Full Time Evenings Weekends Travel Required
Job Posting Details
About Gogo
Gogo’s worldwide inflight Wi-Fi services have made internet and video entertainment a regular part of flying. We are a diverse group of technologists, marketers, strategists, and any other function you can think of- all working together in extraordinary harmony. And that’s just the beginning.
The Gogo Business Aviation Technical Customer Service Representative Tier 2 is responsible for providing efficient and high quality technical support services to Gogo Business Aviation dealers, OEMs and customers to resolve technical issues relating to Gogo Business Aviation products and services.
* Answer complex technical questions for OEMs, dealers and customers in support of all Gogo Business Aviation products and services. * Provide escalated Tier 1 support to end-users of Gogo Business Aviation systems on issues relating to proper use/operation, functionality of services and network performance or coverage. * Troubleshoot technical issues to achieve resolution in a timely and efficient manner. * Provide support on aircraft certification issues. * Review and approve warranty claims. * Provide customers with data and assistance on repair quotations. * Resolves dealer issues with interfaces and installation; acts as a liaison between dealers and customers. * Handles customer inquiries in a professional manner. * Assist in the review or preparation of technical documentation such as user’s manuals, installation manuals and other technical support materials. * Support the company’s Quality Management System by following defined processes and procedures, provide input and assistance on Continual Improvement process updates, and where appropriate work on resolutions to Corrective Actions. * Maintain Customer-Aircraft-System information and relationships in Navision ERP database. * This position requires weekend hours * 4-day work week (10 hours/day). * Provide support to the Technical Support Manager on other tasks or projects, as needed.
Ideal Candidate
**Qualifications** * Bachelor’s degree or equivalent combination of technical training and work experience in the field of electrical engineering, avionics, or product support of complex electronic equipment. * 2+ years of aircraft installation and troubleshooting experience * 5 years of product support experience in a high-tech environment (telecommunications, internet services, and/or aviation). * Travel will be less than 10% * Shift is Saturday through Tuesday 5pm to 4am Mountain Standard Time * This is a safety sensitive role subject to random drug testing. **Required experience, skills and talents** * Aircraft installation and troubleshooting experience is a must. * Familiarity with computer networking and internet protocol (IP) is needed. * Demonstrated experience in writing technical support materials * Advanced level skills using Microsoft Office computer applications (Word, Excel, Power Point and Outlook). * Product support experience in a high-tech environment. * Professional manner and excellent communication skills essential. * Ability to exercise good judgment and make decisions. * Excellent problem solving and analytical skills are required. * Ability to handle multiple inquiries and priorities while maintaining a pleasant demeanor with the customer. * Must be able to perform all requirements for extended periods while unsupervised. **Preferred experience, skills and talents** * Experience in telecommunications industry helpful. * Experience with Salesforce. * Experience with computer networking and Internet protocol. * 2 years of product support experience dealing with Inmarsat or Satcom equipment and services.
Compensation and Working Conditions

Working Conditions

Shift is Saturday through Tuesday 5pm to 4am Mountain Standard Time


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