Introduction to American Airlines and Our Mission
At American Airlines, we are dedicated to providing exceptional customer experiences and connecting people from all over the world. As a leader in the aviation industry, we strive for excellence in everything we do, from the safety of our passengers to the satisfaction of our employees. Our mission is to care for people on life's journey, and we are committed to making a positive impact on the communities we serve. If you are passionate about delivering outstanding customer service and want to be part of a dynamic team, we invite you to join our American Airlines family as a Customer Support Representative.
Job Overview and Responsibilities
In this role, you will be responsible for providing first-level issue troubleshooting via phone for all hardware and software supported by our systems. As a Customer Support Representative, you will be the primary point of contact for our customers, and your goal will be to resolve issues efficiently and effectively. Your key responsibilities will include:
- Providing goal-oriented solutions to customer issues via phone, and when necessary, referring more complex issues to a certified support specialist
- Offering first-level support to end-users for PC hardware and Network (Windows 7/Windows XP environments) and Mainframe (UNIX/IBM) environments
- Conducting issue determination for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dot Matrix printers, and more
- Collaborating with internal and external support teams and third-party vendors to identify and address core issues
- Simulating or reproducing customer issues to determine operational difficulties
- Maintaining daily awareness of outages and issues system-wide
- Escalating incidents to escalation teams to ensure customer resolution
- Providing timely communication (verbal or written) to Level 2 support or other management personnel, as needed
- Expeditiously consulting Level 2 support or other management personnel regarding quality issues to determine effectiveness or policy
- Staying at work longer than scheduled as needed and when approved
- Maintaining confidentiality regarding employee, company, and customer data
- Demonstrating commitment to and compliance with all company and departmental policies, procedures, and practices
Essential Qualifications and Requirements
To be successful in this role, you will need to possess the following essential qualifications and requirements:
- Bachelor's 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 Offers, QIK, IBM/TSO/TPX, and Staff
- Solid interpersonal, written, and verbal communication skills
- Ability to multitask in a fast-paced environment
- Strong problem-solving and analytical skills
Preferred Qualifications and Certifications
While not required, the following preferred qualifications and certifications will be considered an asset:
- Apple certification (Apple Genius)
- A+ Certification
What We Offer
At American Airlines, we are committed to providing our employees with a comprehensive benefits package, opportunities for career growth and development, and a positive work environment. As a Customer Support Representative, you can expect:
- Competitive salary: $28/hour
- Medical benefits: access to health, dental, prescription, and vision benefits from day one
- Wellness programs: tools, resources, and support to help you be your best self
- 401(k) program: available upon enrollment, with company contributions available after one year
- Additional benefits: Employee Assistance Program, pet insurance, discounts on hotels, cars, cruises, and more
Our Culture and Values
At American Airlines, we value diversity, equity, and inclusion. We believe that our employees should feel comfortable being themselves, and we strive to create a workplace culture that is welcoming and inclusive. Our 20+ Employee Business Resource Groups are dedicated to connecting our employees to our customers, suppliers, communities, and shareholders, and to helping employees reach their full potential.
Career Growth Opportunities and Learning Benefits
As a Customer Support Representative, you will have access to a range of career growth opportunities and learning benefits, including:
- Professional development programs: training and development opportunities to help you advance in your career
- Mentorship programs: guidance and support from experienced colleagues
- Cross-functional training: opportunities to learn new skills and gain experience in different areas of the business
- Education assistance: financial support for ongoing education and training
Work Environment and Company Culture Highlights
At American Airlines, we are proud of our company culture and work environment. As a Customer Support Representative, you can expect:
- A dynamic and fast-paced work environment
- A collaborative and supportive team
- Opportunities for recognition and reward
- A commitment to diversity, equity, and inclusion
- A comprehensive benefits package
How to Apply
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role.
Conclusion
Thank you for considering this opportunity to join our American Airlines team as a Customer Support Representative. We are excited to hear from you and look forward to welcoming you to our team. Apply now and take the first step towards a rewarding and challenging career with American Airlines.
Apply Now