Are you a customer-centric individual with a passion for delivering exceptional support experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further than arenaflex, where we're seeking an experienced Customer Support Representative to join our American Airlines Customer Support team.
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services that empower individuals and organizations to achieve their full potential. With a strong commitment to customer satisfaction and employee development, we've built a reputation for excellence in the industry. Our team of dedicated professionals is passionate about delivering exceptional support experiences that exceed our customers' expectations.
**Job Summary**
As a Customer Support Representative on our American Airlines Customer Support team, you'll play a critical role in providing first-level issue resolution via phone for all equipment and software supported by our Advancements framework wide. You'll be responsible for troubleshooting and resolving customer issues, escalating complex issues to certified support specialists, and maintaining a high level of customer satisfaction.
**Key Responsibilities**
* Provide first-level issue resolution via phone for all equipment and software supported by our Advancements framework wide
* Troubleshoot and resolve customer issues, escalating complex issues to certified support specialists as needed
* Conduct issue analysis for the Innovation regions, including Voice, WAN, LAN, PC, Printer, and other related systems
* Collaborate with internal and external support groups and vendors to identify and address root causes of issues
* Re-create or reproduce customer issues to determine root causes
* Maintain daily attention to outages and issues framework wide
* Escalate issues to acceleration groups to ensure customer resolution
* Provide timely communication (oral or written) to Level 2 support or other service teams as needed
* Consult with Level 2 support or other service teams regarding quality issues to determine effectiveness or strategy
* Work extended hours as needed and when approved
* Maintain confidentiality regarding employee, organization, and customer data
* Demonstrate commitment to and compliance with all company and departmental policies, procedures, and practices
**Requirements**
* Bachelor's degree or equivalent experience
* 2+ years of help desk or customer support experience
* 2+ years of investigating experience with service desk conditions
* Knowledge and experience with internal server/centralized computer applications, such as Offers, QIK, IBM/TSO/TPX, and Staff
* Strong communication, written, and verbal skills
* Ability to perform multiple tasks in a fast-paced environment
* Strong critical thinking and analytical skills
**Preferred Qualifications**
* Apple certification (Apple Genius)
* A+ certification
* Experience with ticketing systems and CRM software
**What You'll Get**
* Competitive salary and benefits package
* Medical, dental, vision, and prescription coverage on day one
* Virtual doctor visits and flexible spending accounts
* 401(k) program with company match
* Employee assistance program, pet insurance, and discounts on hotels, cars, travel, and more
* Opportunities for professional growth and development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
**Why Join arenaflex?**
At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and supportive of our employees' unique perspectives and experiences. Our 20+ Employee Business Resource Groups are dedicated to connecting our colleagues to our customers, vendors, networks, and investors, helping colleagues reach their full potential and establishing a comprehensive workplace to address and surpass the challenges of our diverse world.
If you're passionate about delivering exceptional customer support experiences and want to join a team that's dedicated to making a difference, apply today!