Job Description

The Gogo

Technical Support Specialist-UK

serves as a member of the Technical Support team to address customer inquiries, resolve issues, and handle escalations when necessary. You will perform troubleshooting on a variety of networks including satellite, ground-based, and telephony networks while maintaining a customer-centric approach to ensure that all customers have a positive experience.


The right candidate can provide comprehensive technical support to customers, addressing hardware, software, and network-related issues promptly and professionally.


COME ON BOARD THE GOGO TECHNICAL SUPPORT TEAM!

How will you make a difference?

Provide remote and onsite technical support to OEMs and customers for avionics system configurations and troubleshooting Give technical guidance on all Gogo products and services, including flight deck and cabin communications systems (specifically, VHF datalink, ATG, Viasat/Inmarsat, Intelsat, Iridium, and Eutelsat One Web data, voice, and internet services) Support OEMs and customers in all aspects of avionics training including but not limited to use of satellite connectivity networks, associated hardware, and compatibility of services Work with satellite network operators to document and resolve customer issues, identify trends, and proactively monitor the health of the networks Assist in development and testing of Gogo products and services by performing quality assurance activities, such as software regression testing and analysis, and working with product managers and developers to isolate and resolve defects Build and test configurations for hardware products using Gogo's test lab

Qualifications

Bachelor's Degree in

STEM

field or equivalent work experience 1-2 years in

customer support

or

technical support

Must be available some off hours and weekend hours

Must be located a commutable distance from Farnborough, UK and be eligible to work and live in the country

Required Skills, Talents, & Experience

Experience with

IP-based routers

and

switches

such as

Cisco

Knowledge of

satellite

and

air-to-ground networks

, such as

Iridium

,

Viasat/Inmarsat

, and Gogo's

ATG

Business Aviation industry experience:

aircraft OEM airframes

and knowledge of current equipment utilized for aircraft communications (

SATCOM, VHF, DATALINK

) Outstanding customer service, organizational, and time management skills, and ability to multi-task Excellent interpersonal skills and demonstrated ability to troubleshoot and resolve conflicts Effective and confident decision making and problem-solving skills, especially under time constraints Experience working in an international environment with sensitivity towards regional cultural norms

Preferred Skills, Talents, & Experience

Proficient with general office software and Microsoft Office Suite and CRM, with the ability to adapt to a variety of other software applications, such as customer and vendor support applications Excellent oral and written communication skills, including the ability to interact clearly and concisely with internal and external contacts Ability to maintain confidentiality Multi-lingual skills preferred (English required) Motivated self-starter and able to perform independently and in a team environment

Additional Information

Base Pay

:


Based on experience and responsibilities.

Target Annual Short-Term Incentive

:


Not Eligible

Eligible for Incentive Stock Program

:


Yes

Benefits

:


Gogo offers competitive benefits that can fit each employee's needs. Visit the Careers page on our website for more information at www.gogoair.com/careers .


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Gogo is committed to equal opportunity. Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.