Customer Support Systems Specialist (Tier 1)
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About The Position
The Gogo Business Aviation Customer Support Systems Specialist (Activations & Tier 1) plays a crucial role in ensuring that customers receive efficient and accurate support regarding equipment activations and deactivations, initial troubleshooting, account initiation, updates, and service billing information. This position serves as the primary point of contact for OEMs, dealers, aircraft owners/managers, and senior-level customers, making it essential for the specialist to develop a comprehensive understanding of business aircraft cabins, cockpit communication equipment, and the services offered by Gogo. The ideal candidate is a customer-focused individual with a keen attention to detail and a genuine interest in the aviation industry. In this role, you will be responsible for accurately activating, deactivating, and suspending customer accounts using business process management tools such as Salesforce and billing databases. You will also research and execute timely changes on customer accounts, which may involve updating equipment and service requirements. Additionally, you will assist with troubleshooting requests from customers, dealers, and OEMs regarding service activations, account inquiries, and other customer care activities. Coordination with Tier 2 Support will be necessary to ensure that escalated issues are resolved effectively. Maintaining a thorough knowledge of Customer Support Activations and Tier 1 processes is vital, especially when handling urgent and complex requests that require critical problem-solving skills. You will contribute to key performance goals and objectives, directly impacting Net Promoter Scores and customer loyalty. Furthermore, you will be involved in special projects as assigned by the Support Manager or other senior management, including user acceptance testing for critical software and internal business tool processes. This position also requires delivering front-line support to end-users of Gogo Business Aviation systems, troubleshooting first-level technical issues, and providing information on available promotions and service upgrade opportunities.
