Experienced Customer Support Analyst – American Airlines Customer Support in the US

Are you ready to embark on a thrilling journey, exploring a vast array of possibilities both in and out of the workplace? Join the esteemed team at blithequark, and you'll venture to the farthest corners of the globe, develop your skills, and become the best version of yourself. As you set out on this new adventure, you'll tackle challenges with agility and poise, acquiring new skills and propelling your career while having a blast. Come and advance both your personal and professional life, and get ready to take off!Why You'll LoveThis RoleThis position is part of the Data Innovation Group within the Data Innovation Division at blithequark. As an American Airlines Customer Support representative, you'll be responsible for providing first-level issue resolution via phone for all equipment and software supported by theAdvancements framework wide. Key Responsibilities- Provides goal to issues that can be resolved via telephone, and when necessary, refers more complex issues to a certified support specialist.- Offers first-level support to end-users for PC equipment and Organization (Windows 7/Windows XP environments) and Centralized computer (UNIX/IBM) environments. - Conducts issue identification for the Innovation regions, including Voice, WAN, LAN, PC, Printer, Password Resets, and Dab Grid printers, etc. - May interact with internal and external support groups and third-party vendors to identify and address core issues. - Reenacts or reproduces client issues to determine working troubles. - Maintains daily attention to outages and issues framework wide.- Escalates incidents to acceleration groups to ensure client resolution. - Provides timely communication (oral or written) to Level 2 support or other service personnel, as necessary. - Expeditiously consults with Level 2 support or other service personnel regarding quality issues to determine efficacy or strategy. - Stays on duty longer than required as needed and when approved. - Maintains confidentiality regarding employee, organization, and client data. - Exhibits commitment to and compliance with all company and departmental policies, procedures, and practices.Shift Work Required/24x7 IT Inclusion ClimateAll You'll Need for Success- MinimumQualifications:- Training and EarlierProfessional training- Specialized degree or equivalent experience- 2+ years Help Desk or client support experience- 2+ years investigating experience with service desk environments- Knowledge and experience in internal server/centralized computer applications, such as Offers, QIK, IBM/TSO/TPX, and Staff- PreferredQualifications:- Instruction and EarlierProfessional training- bolthires certification (bolthires Expert)- A+ Certification- Abilities, Licenses, and Certifications:- Strong relational, written, and verbal communication skills- Ability to perform multiple tasks in a fast-paced environment- Strong critical thinking and analytical skillsWhat You'll GetCome and take advantage of everything blithequark has to offer:- MedicalBenefits: On the very first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay great.And that's just the beginning – we also offer virtual doctor visits, flexible spending accounts, and more. - Health Programs: We believe you should be your best self – that's why our health programs give you the right tools, resources, and support you need. - 401(k) Program: Available upon hire, and, depending on the workgroup, business contributions to your 401(k) program are available after one year. - AdditionalBenefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.Be Yourself at blithequarkFrom the colleagues we recruit to the clients we serve, diversity and inclusion are the foundation of the unique workforce at blithequark. Our 20+ Employee Business Resource Groups are focused on connecting our colleagues to our clients, 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. Are you ready to feel a tremendous sense of satisfaction and fulfillment as you do your part to keep the world's largest carrier moving smoothly as we care for people on life's journey?Come and be yourself at blithequark.