Support Specialist II

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Job Summary:

The Support Specialist II resolves basic software and hardware service requests and serves as the primary point of contact when customers request assistance from the Adacel Help Desk. S/he ensures that all customer service requests are tracked in the ticketing system and resolved in a timely matter. The Support Specialist II will be assigned to either the Product Specialist track or the Technical Specialist track.

Essential Duties and Responsibilities:

• Answers support calls and monitors calls received by the answering service.
• Inputs and tracks customer service requests.
• Follows up on customer service requests via phone and email, ensuring that customers remain informed of the progress of their service requests.
• Requests hardware shipping and tracks hardware returns.
• Escalates customer service requests to the appropriate parties.
• Coordinates local support site visits when necessary.
• Schedules Annual Visits (AV) and conducts AV telecoms.
• Maintains customer contact information on Adacel's customer support website.
• Maintains Frequently Asked Questions on the customer support website.
• Exchanges support files with customers via the customer support website.
• Contacts customers to collect survey responses and records data in survey collection software.
• Generates customer reports.
• Follows Support Specialist work instructions and processes to meet ISO requirements.
• Performs other duties as assigned by Supervisor.

Product Specialist Track

• Assists customers by locating and defining basic MaxSim and Whiteboard features.

Technical Specialist Track

• Assists customers by performing basic hardware, software, and network troubleshooting.

Supervisory Responsibilities:

• None.

Competencies:

• Critical Thinking: Thoroughly analyzes situations; seeks more information; validates the information that is provided; has a critical mind.
• Listening Skills: Seeks to understand other people's perspectives; adopts an approach that facilitates listening; likes to understand others.
• Patience: Rarely gets angry and never expresses hostility towards others; avoids hurting other people's feelings; forgives other people's mistakes; is not very resentful.
• Teamwork Contribution: Feels a need to help people who are having trouble; helps those in need; feels a sense of duty towards others.
• Time and Priority Management: Uses time efficiently; properly determines priorities; remains focused on more urgent and important tasks; knows what to put aside without compromising results.

Qualifications:

Product Specialist Track

Required

• High School Diploma or equivalent.
• Formal Air Traffic Control training or equivalent work experience.
• Basic Pseudo Piloting abilities and knowledge of MaxSim applications.
• Ability to navigate Whiteboard with an understanding of basic functionalities.
• Excellent problem solving and troubleshooting skills.
• Proficient using Microsoft Windows operating systems.
• Knowledge of Microsoft Office products such as Word, Excel, PowerPoint, and Outlook.

Desired

• Previous call center experience.
• Prior computer maintenance/repair experience.
• Previous Linux operating system experience.
• Good understanding of computer networking.

Technical Specialist Track

Required

• High school diploma or equivalent.
• Previous Technical Support work experience.
• Ability to navigate the Linux operating system with respect to the MaxSim standard configuration.
• Proficient in troubleshooting hardware, network, and MaxSim software issues.
• Excellent problem solving and troubleshooting skills.
• Proficient using Microsoft Windows operating systems.
• Knowledge of Microsoft Office products such as Word, Excel, PowerPoint, and Outlook.

Desired

• Previous call center experience.
• Technical Certification (this includes A+, Network+ and Linux).

Other Qualifications:

• Ability to adhere to Adacel's Drug Free Workplace Policy.
• Ability to pass an Adacel background check while employed.
• Must be able to pass an FAA background check.

Physical Requirements:

• Little physical effort (e.g. lifting, pushing and moving heavy objects).
• Occasional lifting less than 25 lbs.
• Repetitive wrist, hand and finger movement.

Work Environment:

• Normal office environment.
• Typically sitting or standing at a desk.
• Alternative work schedules (9/80 or 4/10).