Experienced Customer Support Analyst – Data Innovation Group

Are you ready to embark on an exciting journey, where you'll have the opportunity to explore a world of possibilities, both in and out of the office? Join the blithequark family, and you'll be part of a dynamic team that's pushing the boundaries of innovation and excellence. As you take on new challenges, you'll develop your skills, become the best version of yourself, and have a blast while doing it. Get ready to advance both your personal and professional life, and take off on an unforgettable adventure!Why You'll LoveThis RoleThis position is a key member of the Data Innovation Group within the Data Innovation Division at blithequark. As an American Airlines Customer Support representative, you'll be responsible for providing first-level issue resolution via phone for all equipment and software supported by theAdvancements framework wide. What You'll Do* Provide goal-to-issue resolution via phone, and when necessary, escalate more complex issues to a certified support specialist. * Offer first-level support to end-users for PC equipment and Organization (Windows 7/Windows XP environments) and Centralized computer (UNIX/IBM) environments.* Conduct issue identification for the Innovation regions, including Voice, WAN, LAN, PC, Printer, Password Resets, Dab Grid printers, and more. * May interact with internal and external support groups and third-party vendors to identify and address core issues. * Reenact or reproduce client issues to determine working troubles. * Maintain daily attention to outages and issues framework wide. * Escalate incidents to acceleration groups to ensure client resolution. * Provide timely communication (oral or written) to Level 2 support or other service staff, as necessary.* Promptly consult with Level 2 support or other service staff regarding quality issues to determine efficacy or strategy. * Stay on duty longer than required as needed and when approved. * Maintain confidentiality regarding employee, organization, and client data. * Exhibit commitment to and compliance with all company and departmental policies, procedures, and practices. Shift Work Required/24x7 IT Inclusion ClimateAll You'll Need for Success* MinimumQualifications:+ Training and earlier professional experience+ Technical degree or equivalent experience+ 2+ years Help Desk or customer support experience+ 2+ years investigating experience with service desk environments+ Knowledge and experience in internal server/centralized computer applications, such as Offers, QIK, IBM/TSO/TPX, and Staff* PreferredQualifications:+ Instruction and earlier professional experience+ bolthires certification (bolthires Genius)+ A+ certification* Abilities, Licenses, and Certifications:+ Strong relational, written, and verbal communication skills+ Ability to perform multiple tasks in a fast-paced environment+ Strong critical thinking and analytical skillsWhat You'll GetTake advantage of everything blithequark has to offer:* Medical benefits: On the very first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay great.And that's just the beginning – we also offer virtual doctor visits, flexible spending accounts, and more. * Health programs: We believe you should be your best self – that's why our health programs give you the right tools, resources, and support you need. * 401(k) Program: Available upon hire, and, depending on the workgroup, business contributions to your 401(k) program are available after one year. * Extra benefits: Other great benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.Be Yourself at blithequarkFrom the colleagues we recruit to the clients we serve, diversity and inclusion are the foundation of the unique workforce at blithequark. Our 20+ Employee Business Resource Groups are focused on connecting our colleagues to our clients, suppliers, networks, and investors, helping colleagues reach their full potential and creating a comprehensive workplace to address and surpass the challenges of our diverse world. Are you ready to feel a huge sense of satisfaction and fulfillment as you do your part to keep the world's largest carrier running smoothly as we care for people on life's journey?Join us at blithequark and be yourself.