MARS Solutions Group is looking for a Customer Support Systems Specialist for a client located in IL (hybrid). Our client is a well-known and highly respected aviation organization seeking bright, tech-savvy talent.

• Serve as the primary point of contact to customers, OEMs and dealers including senior level external personnel regarding activation of equipment, selection of services, account and billing issues, and any actions needed to initiate and maintain the customer account(s)
• Responsible for accurate account activation, deactivation and suspensions utilizing business process management tools such as Salesforce and billing databases
• Research and execute timely and accurate changes on customer accounts which can involve updating all equipment and service requirements
• Assist with troubleshooting requests from customers, dealers and OEMs pertaining to service activations, account inquiries, inquiries relating to system use, service agreements, service billing, initial troubleshooting and other customer care activities. Coordinate with Tier 2 Support to ensure resolution to escalated issues
• Maintain thorough knowledge of Customer Support Activations and Tier 1 processes and procedures inclusive of urgent and complex requests requiring critical problem-solving skills across multiple types of work items
• Sustain a thorough working knowledge of all systemic databases applications and internal business tools including new functionality and features
• Support adherence to all key performance goals and objectives including mean time to resolution and customer contact rates. Directly contributes to Net Promoter Scores and customer loyalty
• Contribute to special projects as assigned by the Support Manager or other Senior Management including user acceptance testing for critical software and internal business tool processes and deployment
• Deliver front line support to end-users on issues relating to proper use/operation, functionality of services and network performance or coverage issues. Troubleshoot first level technical issues to achieve resolution in a timely and efficient manner
• Provide a working knowledge of all Business Aviation products and services that are sold to the Business Aviation market providing information on available promotions and service upgrade opportunities

Qualifications

• Bachelor's degree in Business or a related technical field or equivalent work experience
• 2-5 years of customer and product support experience in a high-tech, fast paced environment
• This will be a 6 month contract to start

Required Skills, Talents & Experience

• Analytical abilities that can comprehend and communicate complex situations to customers
• Independent and takes self-initiative to monitor, improve and collaborate with team members internally and cross-functionally through vertically integrated organizations
• Experience with Salesforce or Enterprise Resource Planning (ERP) tools
• High attention to detail, including accuracy and first-pass yield
• In-depth capability of correlating work items across bundled services and products

Preferred skills, experience and talent

• Dependable, cooperative and thorough while working in a team environment
• Ability to utilize knowledge of the interconnectedness of business tools and processes across all products and services to solve complex issues
• Professional attitude with ability to prioritize work and exercise time management is critical
• Excellent customer service skills, including listening, verbal, and written communications
• Systemic and critical thinking skills to research and formulate solutions to time critical issues
• Aviation, Networking or Telecom industry experience