Technical Product Support Specialist

Gogo Business Aviation • Melbourne, FL

3d • $27 - $34 • Onsite

About The Position

The Gogo Technical Support Specialist serves as a member of the Technical Support team to address customer inquiries, resolve issues, and handle escalations when necessary. You will perform troubleshooting on a variety of networks including satellite, ground-based, and telephony networks while maintaining a customer-centric approach to ensure that all customers have a positive experience. The right candidate can provide comprehensive technical support to customers, addressing hardware, software, and network-related issues promptly and professionally.

Requirements

• Bachelor’s Degree in STEM field or equivalent work experience
• 1-2 years in customer support or technical support
• Availability for shift work. Position starts with Monday-Friday, 8 AM-5 PM and will move into a 2 PM-12 AM shift after the training period
• Must be available some off hours and weekend hours
• Experience with IP-based routers and switches such as Cisco
• Knowledge of satellite and air-to-ground networks , such as Iridium , Inmarsat , and Gogo’s ATG
• Business Aviation industry experience: aircraft OEM airframes and knowledge of current equipment utilized for aircraft communications ( SATCOM, VHF, DATALINK )
• Outstanding customer service, organizational, and time management skills, and ability to multi-task
• Excellent interpersonal skills and demonstrated ability to troubleshoot and resolve conflicts
• Effective and confident decision making and problem-solving skills, especially under time constraints
• Experience working in an international environment with sensitivity towards regional cultural norms
• English required

Nice To Haves

• Proficient with general office software and Microsoft Office Suite and CRM, with the ability to adapt to a variety of other software applications, such as customer and vendor support applications
• Excellent oral and written communication skills, including the ability to interact clearly and concisely with internal and external contacts
• Ability to maintain confidentiality
• Multi-lingual skills preferred
• Motivated self-starter and able to perform independently and in a team environment

Responsibilities

• Provide remote and onsite technical support to OEMs and customers for avionics system configurations and troubleshooting
• Give technical guidance on all Gogo products and services, including flight deck and cabin communications systems (specifically, VHF datalink, ATG, Inmarsat, Iridium and ViaSat data, voice, and internet services)
• Support OEMs and customers in all aspects of avionics training including but not limited to use of satellite connectivity networks, associated hardware, and compatibility of services
• Work with satellite network operators to document and resolve customer issues, identify trends, and proactively monitor the health of the networks
• Assist in development and testing of Gogo products and services by performing quality assurance activities, such as software regression testing and analysis, and working with product managers and developers to isolate and resolve defects
• Participate in planning and design discussions with product managers and developers
• Build and test configurations for hardware products using Gogo’s test lab

Benefits

• medical, dental and vision coverage with plans that can fit each employee’s needs
• an immediate vesting 401k plan
• paid time off
• volunteer time off
• Employee Stock Purchase Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level