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Gogo Activations Account Representative in Broomfield, Colorado

GogoTechnical Operations Broomfield, ColoradoDescriptionPosition at Gogo Business Aviation LLCThe Gogo Business Aviation Activations Account Representative is responsiblefor providing efficient and accurate equipment activations/deactivations toOEM's, dealers and aircraft owners/managers as well as provide highquality account administration to ensure accuracy with monthly serviceinvoicing. You will be required to develop your knowledge of business aircraftcabin and cockpit communication equipment and services.COME ON BOARD THE CUSTOMER OPERATIONS TEAM!How will you make a difference?* Serve as primary point of contact to customers, OEMs and dealers inregards to equipment/service activations and provide timely and professionalresponses relating to these requests.* Responsible for accuracy with account activations in the Salesforce,Navision and billing databases.* Process account closures and equipment deactivations/suspensions.* Research and process equipment changes on customer accounts which involvesupdating all provisioning needs associated with the equipment and updatesnecessary to the billing database to insure accuracy in monthly serviceinvoicing (box swaps).* Process equipment activations for Iridium Phone and Short Burst Data,Inmarsat SwiftBroadband, OnGo, Gogo Biz Internet, Gogo One Phone, GogoText and Talk, Gogo Vision and FANS safety services.* Assist with troubleshooting requests in regards to service activations andwork with Tier 2 Support to ensure resolution to escalated issues.* Opens/closes aircraft accounts based on the addition or deactivation ofvarious services; and modify existing accounts with new equipment and services.* Maintain thorough knowledge of Customer Support Activations and AccountAdminstration processes and procedures and provide input toward processimprovements to ensure ongoing "best of class" customer care.* Accurate documentation and tracking of customer requests into SalesforceCase Management.* Maintain Customer-Aircraft-System Equipment relationships in the NavisionERP database.* Sustain a thorough working knowledge of all databases and applicationsassociationed with Activations and Account Adminstration duties (NavisionERP, Salesforce CRM, Billing Platform and all service activation processes.* Retain a working knowledge of all Gogo Business Aviation products andservices that are sold to the Business Aviation market.* Assist with special projects as assigned by the Support Manager or otherGogo Business Aviation Senior Management.Qualifications* 2-5 years of customer and product support experience in a high-techenvironment.* Aviation or telecom industry experience is a must!Required skills, experience and talents* Ability to handle multiple inquiries and priorities while maintaining apleasant demeanor with the customer.* Provide a high level of professionalism when handling customer questions,inquiries and issues.* Able to work efficiently in a team environment, sharing tasks andsupporting each team member.* Provisioning knowledge of aviation and/or telecommunications equipment.* Effective organizational skills for a fast paced environment.* Evidence of outstanding customer service.* Strong analytical and problem solving skills.* Outstanding telephone skills.* Exercise good judgement in making decisions.* Excellent problem solving and analytical skills required.* Ability to prioritize workload based on customer/dealer/OEM requests.* Advanced level skills using Microsoft Office computer applications.Preferred skills, experience and talents* Experience with Salesforce a plus.* Knowledge of Inmarsat, Iridium, Gogo Business Aviation or internetservice provider.Gogo is the inflight internet company. Our worldwide inflight Wi-Fi serviceshave made internet and video entertainment a regular part of flying. We are adiverse and mission-minded group of professionals all working together inextraordinary harmony. And that's just the beginning. We connect theaviation industry and air travelers with inn

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