Technical Product Support Analyst (Associate, or Expereinced)

Boeing•Seattle, WA

5d•Onsite

About The Position

Boeing Digital Services is seeking a Technical Product Support Analyst (Associate, or Experienced) for 24x7x365 technical customer support. The scope of support covers Boeing’s current and next generation Software as a Service (SaaS) platforms, licensed software products, and Identity and Access Management services spanning large-scale hybrid cloud environments. This includes e-Commerce, traditional web application, and native mobile application delivery channels. The role involves technical product support, investigating, analyzing, troubleshooting, and resolving high/medium/low priority service requests from internal (Boeing) and external Customers (Aircraft Owner, Operator, MRO, Partners and Suppliers) as defined in our Licensed Software Support Policy. The company is hiring for a broad range of experience levels including Associate and Experienced Level Technical Product Support Analysts.

Requirements

1 or more years’ experience and competency in troubleshooting, analysis, and problem-solving strategies to address simple to complex customer inquiries.
Effective written and speaking skills to communicate with individuals with English as a primary language and those with English as a second language.
Willingness to work in a 24x7x365 technical customer support environment.

Nice To Haves

3 or more years' related work experience or an equivalent combination of education and experience.
Associate’s degree or higher.
IT support or equivalent background across one or more of the software systems development / sustaining disciplines a plus.
Project management tools and practices as well as knowledge of project and software implementation a plus.
Knowledge and/or experience within the aviation industry.
Knowledge of Aviation training practices and protocols.

Responsibilities

Provide responsive 24x7x365 world-class technical customer service and support for service requests, phone calls, and email inquiries.
Utilize and maintain knowledge, troubleshooting guides, and self-help resources for internal team and external customer usage.
Contribute to continuous improvement, problem management, root cause and corrective action (RCCA) activities to improve customer satisfaction, reduce repetitive issues, and eliminate negative impacting events.
Draft and publish global communications for unplanned events.
Continuous learning by staying up to date with new software/hardware products, features, and Information Technology (IT) support methods.
Be a resource and partner with cross-functional and matrix organization team members in delivering superior customer service and support.