Support Agent

Our client, an innovative IT company based in Atlanta, GA, is seeking a Support Agent to join their dynamic team. As a Support Agent, you will be responsible for monitoring, addressing, and resolving support requests related to their software and hardware systems. This is a full-time position reporting to the Duty Manager.

Responsibilities:

• Monitor support requests and promptly address issues with our client's software and hardware systems.
• Maintain a consistent monitoring and updating schedule, ensuring adherence to Service Level Agreements.
• Handle support issues from initial stage to completion of Root Cause Analysis (RCA), following up with relevant parties.
• Learn and support various mission-critical aviation systems.
• Provide training internally and externally.
• Actively participate in documentation and improvement initiatives, collaborating with management through the RCA process, quality process, and preventive and corrective actions.
• Adhere to our client's Security Policies as well as their customers' Security Policies (ISO 27001 certification).
• React to P1/P2 issues in the shortest time possible, following established processes, procedures, and playbooks.

• Minimum of 3 years of experience in customer service support or technical support.
• Previous experience working for an airline, particularly in the Departure Control process or providing customer support in the Ticketing process using a Passenger Service System.
• Some IT experience and general knowledge of modern computing concepts, such as cloud systems, networking, application performance monitoring, web communications, servers, and VPNs, would be advantageous.
• Ability to work efficiently in collaboration with a team or independently.