Experienced Remote Support Specialist for American Airlines Group – Technical Customer Support & Operational Excellence

Join American Airlines Group as a Remote Support Specialist and Elevate Your Career At American Airlines Group, we're dedicated to providing an exceptional travel experience for our customers. To achieve this, we're seeking a highly skilled and motivated Remote Support Specialist to join our dynamic team in Jacksonville, Florida. As a part-time role, this position offers the flexibility to balance your work between our remote office and home, ensuring a great work-life balance. About Us American Airlines Group is a leading airline company that values teamwork, innovation, and shared success. We're committed to creating a dynamic workplace that fosters collaboration and promotes the collective growth of our employees. Our company culture prioritizes diversity, equity, and inclusion, ensuring that all employees feel valued and supported in their roles. Key Responsibilities • Customer Support: Provide comprehensive technical support via phone, chat, and email to customers and team members, addressing queries and troubleshooting issues related to our services and products. • Issue Resolution: Identify, analyze, and resolve technical problems, utilizing critical thinking skills to offer appropriate solutions while documenting the issues and resolutions in support ticketing systems. • Collaboration: Work closely with other departments to resolve customer issues, ensuring seamless communication and teamwork while sharing knowledge and best practices to enhance the overall customer experience. • System Monitoring: Monitor operational systems and software for potential issues, proactively addressing problems before they impact service delivery to customers. • Training & Documentation: Assist in creating and maintaining user guides, FAQs, and training materials to improve team efficiency and enhance customer support capabilities. • Feedback Loop: Gather and analyze customer feedback to identify trends and areas of improvement, providing insights to management for potential service enhancements. • Performance Metrics: Track and report on key performance metrics related to support performance, helping to achieve team goals and targets. Essential Qualifications To be successful in this role, you'll need: • Education: An Associate's Degree in a relevant field or equivalent practical experience. • Experience: A minimum of 4 years of experience in a technical support, customer service, or related role, preferably within the travel or airline industry. • Technical Skills: Proficiency in customer support software and tools (e.g., Zendesk, Salesforce, etc.), Microsoft Office Suite, and basic networking principles. • Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information to non-technical audiences. Preferred Qualifications While not mandatory, the following skills and experience will be considered a plus: • Experience working in a remote or hybrid environment. • Knowledge of airline industry-specific software and systems. • Certifications in customer support or a related field (e.g., ITIL, HDI, etc.). Skills and Competencies To excel as a Remote Support Specialist, you'll need to possess: • Critical Thinking: Strong analytical skills for problem-solving and decision-making, with a focus on finding effective solutions. • Teamwork: A collaborative mindset, fostering open communication and cooperation with team members and other departments. • Independence: Ability to work autonomously, managing tasks and priorities effectively in a remote environment. • Motivation: A self-starter with a strong desire to enhance skills and contribute to team success. Career Growth Opportunities At American Airlines Group, we're committed to the growth and development of our employees. As a Remote Support Specialist, you'll have opportunities to: • Develop your technical skills through training and certification programs. • Take on additional responsibilities and contribute to special projects. • Advance to leadership roles or specialize in a specific area of technical support. Work Environment and Company Culture We pride ourselves on creating a dynamic workplace that values teamwork, fosters innovation, and promotes shared success. Our company culture prioritizes: • Diversity, Equity, and Inclusion: We're committed to creating an inclusive environment for all employees. • Collaboration: We encourage open communication and cooperation among team members and departments. • Growth and Development: We're dedicated to helping our employees grow and develop in their careers. Compensation, Perks, and Benefits We offer a competitive compensation package, including: • Vision Insurance: Comprehensive vision coverage to support your eye health. • Paid Sick Leave: Accrual of paid sick leave for your well-being. • Company Transportation: Access to transport services to facilitate commuting. Our benefits package is designed to support your overall well-being and provide a great work-life balance. How to Apply If you're a motivated and skilled professional looking for a challenging and rewarding role, we want to hear from you! Please submit your application by October 19, 2024, through GrabJobs. We can't wait to build the future together! Equal Opportunity Statement American Airlines Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Join our team and be part of a culture that prioritizes collaboration, innovation, and shared success. Apply today and let's build the future together! Apply This Job