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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.
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
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
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
FAA Safety Sensitive Notice
This is a safety sensitive role that will require pre-employment drug test and random testing throughout your employment.
Equal Pay Disclosure(s)
Base Pay:
26.92 - 33.65 USD HourlyTarget Annual Short-Term Incentive:
Bonus Plan at 5% (% of Annualized Base Pay)Eligible for Incentive Stock Program:
YesBenefits:
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.
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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.
The EEO is the law and is available here. Gogo participates in E-Verify (English and Spanish). Right to Work Statement (English and Spanish).
Top Skills
What We Do
Gogo Business Aviation is the world’s leading provider of broadband connectivity services for the business aviation market. We offer a customizable suite of smart cabin systems for highly integrated connectivity, inflight entertainment, and voice solutions – innovations that help people in the air stay fully connected to their work, life and entertainment on the ground.
Gogo created the inflight connectivity revolution, and we continue to be the driving force behind breakthroughs that redefine the inflight experience for business aviation passengers, pilots, and operators, with technologies like our Gogo AVANCE platform, the first 5G network for business aviation, our global broadband solution, and our best-in-class customer service. We do it all: Networks, Systems, Services, and Support.
With a comprehensive product portfolio like this one, Gogo Business Aviation leads the industry in the latest technology and introduces new functionality that has never been created before.
Situated in Broomfield, Colorado, between Denver and Boulder, Gogo Business Aviation is also a world-class company with a working culture to match. At Gogo, our employees are our greatest asset, keeping us innovative and passionate. Our employees contribute to the success of the company while maintaining the flexibility to work towards their own professional and personal goals.
If you are a someone with big ideas that wants to work for an industry-leading aviation technology company, check out our careers website at https://business.gogoair.com/careers/.
Why Work With Us
By working here, you’ll be part of revolutionizing inflight connectivity for the business aviation market alongside top-notch people. Operating as One Team, we are focused on our mission and propelled by our talented group of professionals. Join our team and work on industry-leading projects and make a meaningful impact from day one.
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Gogo Offices
OnSite Workspace
We offer flexible working opportunities as a method to promote work-life balance and to have a positive impact on our employee’s experience.