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Tier 1 Technical Support Specialist

The Boeing Company


Location:
Gdańsk, Poland
Date:
08/17/2017
2017-08-172017-09-15
Job Code:
577
The Boeing Company
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Job Details

Tier 1 Technical Support Specialist

Tier 1 Technical Support Specialist

Job ID 577 Date posted 08/08/2017
Location Gdańsk Poland Poland
Job Description

Role summary:

Responsible for maintaining and improving Jeppesen customer satisfaction by providing software support to end users of company computer based products.

 

 

Essential Duties:

  • Answers incoming technical support escalations, phone calls, online chat sessions, and emails in an effective, efficient, and friendly manner.
  • Enters information into customer resource management tool in order to ensure proper tracking and metric reporting.
  • Responds to all inquiries for technical support within defined service level agreements. Maintains contact with the customer to ensure effective problem tracking.
  • Monitors production systems and data delivery tools for stability and troubleshoots problems as needed.
  • Escalates unresolved problems to Tier 2 technical staff.
  • Travels to customer sites and industry trade shows providing technical expertise and assistance with technical operation and customer inquiries.
  • Performs other duties as required.

 

 

Education/Experience:

Two year degree in a related field of study and typically 1 or more years' related experience or an equivalent combination of education and experience.

 

 

Knowledge and Skills:

  • Has substantial and thorough understanding of the job.
  • Solves routine problems of limited scope and complexity by following established practices and procedures.
  • Receives general supervision with basic instructions for routine work and detailed instructions for new lines of work or special assignments. Performs routine or standardized work, choosing from a variety of well-established options. Work is reviewed for soundness and overall adequacy and accuracy.
  • Errors may cause moderate loss of time or customer/user dissatisfaction.
  • Interacts primarily with organization personnel and customers to obtain or provide information requiring some explanation or interpretation.
  • Fluency in spoken and written English and German will be an asset
  • Willing to work four 10-hour days per week from 6 a.m to 4 p.m.


Division
Jeppeson

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