Technical Support Specialist

Technical Support Specialist

The 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.

COME ON BOARD THE GOGO TECHNICAL SUPPORT TEAM!

How will you make a difference?

• 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

Qualifications

• Bachelor's Degree in STEM field or equivalent work experience
• 1-2 years in customer support or technical support

Required Skills, Talents, & Experience

• 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

Preferred Skills, Talents, & Experience

• 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 (English required)
• Motivated self-starter and able to perform independently and in a team environment

Equal Pay Disclosure(s)

Base Pay : 52,000.00 - 65,000.00 USD Annual

Target Annual Short-Term Incentive : Bonus Plan at 5% (% of Annualized Base Pay)

Eligible for Incentive Stock Program : Yes

Benefits : Gogo offers competitive benefits including medical, dental and vision coverage with plans that can fit each employee's needs. We offer an immediate vesting 401k plan, paid time off and volunteer time off. Employees have the option to participate in an Employee Stock Purchase Plan.

Gogo is an Equal Opportunity and Affirmative Action employer, working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity.

Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.