Experienced Full Stack Customer Support Analyst – American Airlines Customer Support in the US
Are you a problem-solver with a passion for delivering exceptional customer experiences? Do you thrive in a dynamic environment where no two days are the same? If so, we invite you to join the arenaflex family as an Experienced Full Stack Customer Support Analyst. As a key member of our Data Innovation Group, you'll embark on a journey that combines technical expertise with a customer-centric approach, driving innovation and growth in the ever-evolving world of arenaflex.
Why You'll Love This Role
As an Experienced Full Stack Customer Support Analyst, you'll be part of a team that's dedicated to providing top-notch support to our customers. Your primary responsibilities will include:
- Providing first-level issue resolution via phone for all equipment and software supported by our Advancements framework wide.
- Identifying and addressing technical issues related to PC equipment and Organization (Windows 7/Windows XP conditions) and Centralized computer (UNIX/IBM) conditions.
- Conducting issue analysis for the Innovation regions, including Voice, WAN, LAN, PC, PC, Printer, Password Resets, Dab Lattice printers, and more.
- Collaborating with internal and external support groups and vendors to identify and resolve core issues.
- Reenacting or reproducing client issues to determine working troubles.
- Maintaining daily attention to outages and issues framework wide.
- Escalating episodes to acceleration groups to ensure client resolution.
- Providing timely communication (oral or written) to Level 2 support or other service teams, as necessary.
- Rapidly consulting with Level 2 support or other service teams regarding quality issues to determine efficacy or strategy.
- Working extended hours as needed and when approved.
- Maintaining confidentiality regarding employee, organization, and client data.
- Exhibiting commitment to and compliance with all organization and departmental policies, procedures, and practices.
What You'll Need for Success
To excel in this role, you'll require:
- A 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 in internal server/centralized computer applications, such as Offers, QIK, IBM/TSO/TPX, and Staff.
- Preferred qualifications include:
+ Apple certification (Apple Genius) + A+ certification + Strong relational, written, and verbal communication skills. + Ability to perform multiple tasks in a fast-paced environment. + Strong critical thinking and analytical skills.
What You'll Get
As an Experienced Full Stack Customer Support Analyst at arenaflex, you'll enjoy a comprehensive benefits package that includes:
- Medical benefits: On the first day of employment, you'll have access to your health, dental, prescription, and vision benefits. Plus, we offer virtual doctor visits, flexible spending accounts, and more.
- Health programs: We believe you should be your best self, which is why our health programs provide you with the necessary tools, resources, and support.
- 401(k) program: Available upon hire, and business contributions to your 401(k) program are available after one year.
- Additional benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.
Be Yourself at arenaflex
At arenaflex, we're committed to fostering a diverse and inclusive workplace where everyone feels valued and empowered to reach their full potential. Our 20+ Employee Business Resource Groups are designed to connect our colleagues to our customers, partners, networks, and investors, helping colleagues achieve their maximum potential and creating a comprehensive workplace to address and exceed the challenges of our diverse world. Are you ready to feel a tremendous sense of satisfaction and fulfillment as you contribute to keeping the world's largest carrier running smoothly as we care for people on life's journey? Join us at arenaflex and be yourself. Apply Now! Apply for this job