Remote Support Specialist

Job Description

American Airlines Group is seeking a motivated and independent Remote Support Specialist to join our dynamic team in Jacksonville, Florida. This part-time position is essential in ensuring that our customers and internal stakeholders receive the highest level of support and assistance, contributing to our mission of providing an exceptional travel experience. As a Remote Support Specialist, you will leverage your problem-solving skills and expertise to resolve technical and operational issues in a timely and effective manner.

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 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.

 Qualifications

• Education: 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: Proficient 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.

 Personality Traits

• Independent: Ability to work autonomously, managing tasks and priorities effectively in a remote environment.
• Motivated: A self-starter with a strong desire to enhance skills and contribute to team success.

 Soft Skills

• 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.

 Benefits

• 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.