Technical Support Specialist

Gogo Inc.; Melbourne (FL); Presencial; USD 29 000 - 36 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical, dental and vision coverage

Immediate vesting 401k plan

Paid time off and volunteer time off

Employee Stock Purchase Plan

Resumo da oferta

Gogo Inc. is seeking a Technical Support Specialist (Activations Specialist) to precisely provision equipment and connectivity services for business aviation and government customers.

You will respond to inquiries, generate activation cases, review queues, and ensure configurations meet service requirements and safety standards. In this role you will collaborate with Sales, Support, Accounting and Engineering, coordinate with dealers and OEMs, and support testing, validation, and after-hours

Qualificações

• Bachelor’s degree in Business or Finance or related field.
• 2–5 years of customer and product support experience in a high-tech, fast-paced environment.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Experience with Salesforce or ERP tools.

Responsabilidades

• Respond to incoming departmental calls and route inquiries to appropriate teams.
• Manage Dealer, OEM and customer email requests and generate activation cases.
• Review activation queues and perform provisioning tasks with precision.
• Ensure activations comply with service requirements and configurations.
• Collaborate with Sales, Support, Accounting and Engineering to fulfill customer requirements.
• Assist with testing, validation, and troubleshooting during activations and modifications.
• Participate in on-call rotation for after-hours support.

Conhecimentos

Microsoft Office Suite

Salesforce

ERP tools

customer service

ability to correlate work items

Formação académica

Bachelor’s Degree in Business or Finance

Ferramentas

Salesforce

ERP

Descrição da oferta de emprego

The Technical SupportSpecialist (Activations Specialist) is responsible for the precise and efficient provisioning of equipment and connectivity services for business aviation and global government customers. This role demands exceptional attention to detail to ensure all activation tasks are completed accurately and on time, based on each aircraft’s unique configuration. The Activations Specialist plays a key part in enabling critical cockpit and cabin capabilities, including safety systems, voice communication, and data connectivity services. Are you a customer‐focused professional with strong attention to detail and a genuine interest in the aviation industry? Do you thrive in a collaborative environment and bring a naturally curious, self‐motivated approach to your work? COME ON BOARD THE GOGO ACTIVATIONS TEAM! **How will you make a difference?*** Respond to incoming departmental calls, providing direct assistance or routing inquiries to the appropriate teams* Manage Dealer, OEM and customer email requests and accurately generate service activation cases* Proactively review activation queues and execute required provisioning tasks with precision* Evaluate customer service agreements and proposals to ensure accuracy, technical compatibility, and compliance with service requirements* Maintain comprehensive knowledge of Activations procedures including urgent and complex workflows requiring advanced problem‐solving across multiple work item types* Sustain a strong working knowledge of all internal databases, applications, and business tools, including new features and system enhancements* Coordinate with internal teams and external partners to provision aircraft connectivity services—including DirecTV, Eutelsat, Iridium, SES, SiriusXM, SITA, ViaSat, etc. — using a variety of internal and third‐party systems* Support customers with configuration changes, service modifications, and deactivation requests, ensuring a seamless service experience* Collaborate closely with Sales, Support, Accounting, and Engineering to fulfill customer requirements and maintain alignment across departments* Partner with Support teams during activations and service modifications to assist with testing, validation, and troubleshooting activities* Assist with special projects assigned by the Activations Manager or other Gogo senior leadership, including user acceptance testing for critical software releases and internal tool deployments* Participate in the on‐call rotation schedule to provide after‐hours support as needed* Obtain and maintain AeroCNCT and AeroIT certifications **Qualifications*** Bachelor’s Degree in **Business** or **Finance**, or equivalent experience in a related technical field* 2-5 years of customer and product support experience in a high-tech, fast-paced environment **Required Skills, Talents, & Experience*** Proficient in the **Microsoft Office Suite**, including Word, Excel, PowerPoint, and Outlook* Experience with **Salesforce** or **Enterprise Resource Planning (ERP)** tools is required* Skilled in correlating work items across bundled services and product offerings* Leverages deep knowledge of interconnected business tools and processes to resolve complex issues* Excellent customer service skills, including active listening and clear verbal and written communication* Analytical abilities to interpret and communicate complex situations to customers effectively* Self‐motivated and independent, with a proactive approach to monitoring, improving, and collaborating across internal and cross‐functional teams **Preferred Skills, Talents, & Experience*** Knowledge of business aviation operations, including flight deck and cabin hardware and associated services* Preferred background includes technical understanding of avionic systems or networking* Familiarity with Eutelsat, Iridium, and ViaSat services is desirable* Aviation, networking, or telecommunications industry experience is preferred* Strong systemic and critical thinking skills used to research and develop solutions for time‐sensitive issues* Dependable, cooperative, and thorough when collaborating within team environments* Demonstrated ability to exercise diplomacy and maintain strict confidentiality* Strong multitasking capabilities with the ability to manage competing priorities effectively* Exceptionally organized, with a strong attention to detail and a proven record of accuracy and follow‐through* Maintains a professional demeanor with strong prioritization and time‐management abilities **Equal Pay Disclosure(s)****Base Pay**:20.80 - 26.00 USD Hourly**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. Visit the Careers page on our website for more information at www.gogoair.com/careers.