Service Technical Specialist (3rd Shift)

Service Technical Specialist (3rd Shift)

 

A leader in aviation is looking for the best to journey with us into the future of navigation!

 

For more than 70 years, Jeppesen, a Boeing subsidiary, has made it possible for pilots and their passengers to safely and efficiently reach their destinations.

 

We are the world’s leading provider of aeronautical data, and are combining our company’s enduring spirit of innovation with a legacy of leadership in aviation to deliver 21st century navigation and optimization solutions. We have now expanded into the Marine and Rail industries, and are rapidly growing on a global scale!

 

At Jeppesen, we believe in a balance between personal growth and professional development.  We hire the best to grow our company’s future. Visit our website to learn more about Jeppesen’s pioneering spirit, and to apply for our open positions.

Essential Functions:

This position is responsible for responding to customer technical support calls, emails, and internal escalations resulting in a high degree of customer satisfaction.  Also responsible building and maintaining external support knowledge base, resources, and troubleshooting tools.Provide quality customer service.Serves as key technical support contact point for Jeppesen customers.Answer incoming technical support escalations, phone calls, and emails in an effective, efficient, and friendly manner.Respond to inquiries, answer questions, and guide customers, dealers, and internal staff through specific procedures to ensure the highest quality software performance and department goals are met.Respond to all inquiries for technical support within defined service level agreements.  If research is required on any technical inquiries, communication with the customer is required to update the customer on the status of the request if an immediate answer is not available.Enter information into customer resource management tool (Peoplesoft) in order to ensure proper tracking and metric reports are sent to development and or appropriate business units.  Maintain working knowledgebase and Tech Support internal troubleshooting websites, resources, and tools.  Send and approve successful resolutions to Management and work to develop CRM knowledge base.  Travel to customer sites and industry trade shows providing technical expertise and assistance with technical operation and customer inquiries.Available to work within a 24 x 7, 365 days-per-year work environment.

 

Education/Experience:

Bachelor’s degree in Aviation or Computer Science field or equivalent combination of education and work related experience. 

 

Work Hours:  Tues - Sat - 10:00pm - 6:00am

 

Knowledge, Skills, & Abilities:Minimum of two (2) years experience supporting computer applications in an operational (mission critical) mode. One (1) year experience supporting customer computer applications and peripheral hardware is desired.Multiple foreign language skills to include one or more of the following: German, Russian, French, Chinese or Spanish is desired.Pilots license, Instrument rating, or other Aviation certifications desired.  Microsoft or other computer technical certifications a plus. Experience supporting online applications a plus. Java, HTML, Web Development experience a plus.

 

Jeppesen offers a competitive salary, a comprehensive selection of benefit options, including 401(k) with company match. 

 

All job offers are contingent upon successful completion of drug screen and background verification.

 

APPLY NOW***In order to apply for this position, please follow the below link to the Jeppesen website:    http://www.recruitingsite.com/csbsites/jeppesen/careers.asp

 

 

Jeppesen is an Equal Opportunity Employer.