Job Description
Support Specialist II Location Orlando, FL (Orlando International Airport area) :
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:
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).
Job Tags
Full time, Work experience placement, Work at office, Local area,