Experienced Customer Support Associate Analyst – Technical Troubleshooting and Issue Resolution Expert for blithequark

Introduction to blithequark

Are you ready to explore a world of possibilities, both at work and during your downtime? Join our blithequark family, and you'll venture to the far corners of the planet, develop your skills, and become the best version of yourself. As you embark on a new journey, you'll tackle challenges with flexibility and poise, acquiring new skills and propelling your career while having a great time. Feel free to advance both your personal and professional life and jump right in!

About the Role

This position is a member of the Information Technology Group within the Information Technology Division at blithequark, specifically focusing on blithequark Customer Support. As an Associate Analyst, you will be responsible for providing first-level issue troubleshooting via the phone for all hardware and software supported by blithequark's systems worldwide.

Key Responsibilities

• Provides resolution to issues that can be solved via phone, and when necessary, refers more complex issues to a certified support specialist.
• Offers first-level support to end-users for PC hardware and Network (Windows 7/Windows XP environments) and Mainframe (UNIX/IBM) environments.
• Conducts issue identification for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dot Matrix printers, and more.
• May interact with internal and external support teams and third-party vendors to identify and address core issues.
• Simulates or reproduces customer issues to determine operational troubles.
• Maintains daily awareness of outages and issues system-wide.
• Escalates incidents to escalation teams to ensure customer resolution.
• Provides timely communication (verbal or written) to Level 2 support or other management personnel, as needed.
• Expeditiously consults Level 2 support or other management personnel regarding quality issues to determine effectiveness or policy.
• Stays at work longer than scheduled as needed and when approved.
• Maintains confidentiality regarding employee, company, and customer data.
• Demonstrates commitment to and compliance with all company and departmental policies, procedures, and practices.
• Shift work required/24x7 IT coverage environment.

Requirements for Success

Essential Qualifications

• Bachelor's degree or equivalent experience.
• Technical degree or equivalent experience.
• 2+ years of Help Desk or customer support experience.
• 2+ years of troubleshooting experience with service desk environments.
• Knowledge and/or experience with internal server/mainframe applications, such as Shares, QIK, IBM/TSO/TPX, and Staff.

Preferred Qualifications

• Apple certification (Apple Genius).
• A+ Certification.

Skills and Competencies

• Strong interpersonal, written, and verbal communication skills.
• Ability to multitask in a fast-paced environment.
• Strong problem-solving and analytical skills.

What You'll Get

Feel free to take advantage of all that blithequark has to offer:

• Health benefits: On the very first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay well. And that's just the beginning; we also offer virtual doctor visits, flexible spending accounts, and more.
• Wellness Programs: We want you to be your best self - that's why our wellness programs give you the right tools, resources, and support you need.
• 401(k) Program: Available upon enrollment and, depending on the workgroup, company contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.

Be Yourself at blithequark

From the teammates we hire to the customers we serve, inclusion and diversity are the foundation of the unique workforce at blithequark. Our 20+ Employee Business Resource Groups are focused on connecting our teammates to our customers, suppliers, communities, and shareholders, helping teammates reach their full potential and creating an inclusive workplace to address and exceed the needs of our diverse world.

Conclusion

Are you ready to feel a tremendous sense of pride and fulfillment as you do your part to keep the largest airline in the world moving smoothly as we care for people on life's journey? Feel free to be yourself at blithequark. Join our team today and embark on a journey that will take you to new heights. Apply now to become a part of the blithequark family and start your path to success!