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Tier 2 Technical Support Specialist - Nav 3 - 2nd Shift

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Sales, Service, & Support
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18001129 Requisition #
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Jeppesen: Transforming the way the world moves.

 

 

Summary:

Responsible for providing Tier 2 technical support for the aeronautical content of Jeppesen's navigation products, to both internal and external customers, resulting in a high degree of customer satisfaction.

 

 

Essential Duties:

  • Provides Tier 2 customer technical support for the aeronautical content of Jeppesen's NavData products, charting products, flight planning data and GIS-based products.  Resolves problems and questions regarding the content, format, or errors/omissions in our products that are escalated from Tier 1 (GSCC), Sales & Service, or direct inquiries from customers. Communicates directly with customers on technical issues (e-mail, phone, and fax).
  • Investigates product functional issues and determines appropriate actions for resolution.
  • Serves as key contact point (liaison) between the customer, and internal data authoring groups.
  • Maintains departmental documents and QMS procedures.
  • Makes suggestions to Tier 3 technical support staff, data standards teams, and product management in the development of new specifications and product enhancements.
  • Records customer interaction and resolution detail in Customer Relationship Management (CRM) system.
  • Performs other related duties, including special projects, as assigned.
  • Schedule:  Mon. - Fri. - 4:00pm to Midnight

 

Education/Experience:

Technical degree in a related field of study and typically 5 or more years' related work experience or an equivalent combination of education and experience.

 

 

Knowledge and Skills:

  • Completely understands and applies job practices, techniques, standards, principles, theories, and concepts. Possesses general knowledge of other related disciplines.
  • Provides technical solutions to a wide range of difficult problems. Develops solutions that are imaginative, thorough, practicable, and consistent with organization objectives.
  • Independently determines and develops approaches to solutions. Receives general direction for work that is reviewed upon completion for adequacy in meeting objectives.
  • Contributes to the completion of specific programs and projects. Failure to obtain results, reaching erroneous decisions or making recommendations would typically result in serious program delays and considerable expenditure of resources.
  • Interacts frequently with inter-organizational personnel and external customers. Represents the organization by providing solutions to difficult technical issues associated with specific projects.

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