Gogo Customer Service Representative - Technical in Broomfield, Colorado

As a key member of the Customer Operations Team, the Technical CustomerService Representative is responsible for providing the highest levels ofservice with every single customer interaction. You will provide the mostefficient and high quality customer and technical support to Gogo BusinessAviation customers (OEMs, Dealers and Aircraft Owners/Operators) forall account administrative tasks and Tier 1 level trouble shooting to includeequipment configuration and system activation verifications. We take absoluteownership and responsibility to every customer every time.Do you love to help people? Do you excel at troubleshooting?: COMEON-BOARD THE GOGO BUSINESS AVIATION CUSTOMER SERVICE TEAM!How Will you Make a Difference? Provide timely and professional responses to customers, dealers andOEM inquiries relating to system operation/functionality, deviceconfigurations, system activation, service agreements, complex servicebilling and other Tier 1 level activities as outlined below. Act as a highlyprofessional liaison between dealers/OEMs and customers. Participate in up-selling aircraft owners to appropriateproducts/services such as Inmarsat and Gogo Biz by maintaining a strongtechnical understanding of our produce/service offerings and an ability tounderstand and accurately convey all current promotions and the financialimplications of such. Responsible for front line support to end-users of Gogo BusinessAviation systems on issues relating to proper use/operation, functionalityof services and network performance or coverage issues. Troubleshoot firstline technical issues to achieve resolution in a timely and efficient mannerwhich includes understanding system configurations and system interaction.Team with Tier 2 Support personnel to ensure timely response and resolution toescalated technical issues. Process Aircraft Registration change requests in Salesforce, Navisionand the billing databases. Provide customers with documentation on Gogo products and services.Gogo Business Aviation is an equal opportunity employer and works incompliance with both federal and state laws. We are committed to the conceptregarding Equal Employment opportunity. Qualified candidates will beconsidered for employment regardless of race, color, religion, age,sex, national origin, marital status, medical condition ordisability.? The EEO is the law and is available here ().Gogo Business Aviation? participates in E-Verify. Details in English(https://www.uscis.gov/sites/default/files/USCIS/Verification/E-Verify/E-Verify_Native_Documents/E-Verify_Participation_Poster.pdf)and Spanish(https://www.uscis.gov/sites/default/files/USCIS/Verification/E-Verify/E-Verify_Native_Documents/E-Verify_Participation_Poster_ES.pdf26#65533;29. Right to Work Statement in English(https://www.uscis.gov/sites/default/files/USCIS/Verification/E-Verify/E-Verify_Native_Documents/OSC_Right_to_Work_Poster.pdf) andSpanish(https://www.uscis.gov/sites/default/files/USCIS/Verification/E-Verify/Qualifications Bachelor's degree or equivalent combination of technical training andwork experience. 2 years customer/product support experience in a high-tech environment(aviation, telecommunications and/or internet services). 1+ year of Networking knowledge and experience is a highly desirable. Experience with troubleshooting is a must.Required Skills, Experience and Talents Strong analytical capacity while maintaining flexibility of thought. Networking knowledge and experience is a must, including internetaccess and internet protocol. Must be highly adaptable and curious with high emotional intelligence. Advanced level skills using Microsoft Office computer applications. Ability to handle multiple inquiries and priorities while maintaining apleasant demeanor with the customer. Provide a high level of professionalism when handling customerquestions, inquiries and issues. Work efficiently in a team environment, sharing tasks and supportingeach team member. Excellent telephone skills. E