Experienced Customer Support Associate Analyst for American Airlines – Delivering Exceptional Service and Technical Expertise in a Dynamic and Inclusive Environment

Introduction to American Airlines and Our Mission

Are you ready to explore a world of possibilities, both at work and during your downtime? Join our American Airlines family, and you'll venture to the far corners of the planet, develop your skills, and become the best version of yourself. As you embark on a new journey, you'll tackle challenges with flexibility and poise, acquiring new skills and advancing your career while having a great time. Take the leap and propel both your personal and professional life forward!

Why You'll Love This Job

This role is a member of the Information Technology Group within the Information Technology Division, specializing in American Airlines Customer Support. As a key member of our team, you will be responsible for providing first-level issue troubleshooting via the phone for all hardware and software supported by our systems worldwide. If you're passionate about delivering exceptional customer service and have a knack for technical problem-solving, this could be the perfect opportunity for you.

Key Responsibilities

• Provides resolution to issues that can be solved via phone, and when necessary, refers more complex issues to a certified support specialist.
• Offers first-level support to end-users for PC hardware and Network (Windows 7/Windows XP environments) and Mainframe (UNIX/IBM) environments.
• Conducts issue determination for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dot Matrix printers, and more.
• May interact with internal and external support teams and third-party vendors to identify and address core issues.
• Simulates or reproduces customer issues to determine operational difficulties.
• Maintains daily awareness of outages and issues system-wide.
• Escalates incidents to escalation teams to ensure customer resolution.
• Provides timely communication (verbal or written) to Level 2 support or other management personnel, as needed.
• Expeditiously consults Level 2 support or other management personnel regarding quality issues to determine effectiveness or policy.
• Stays at work longer than scheduled as needed and when approved.
• Maintains confidentiality regarding employee, company, and customer data.
• Demonstrates commitment to and compliance with all company and departmental policies, procedures, and practices.

Essential Qualifications and Skills

To succeed in this role, you will need:

• A Bachelor's degree or equivalent experience.
• Technical 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 Shares, QIK, IBM/TSO/TPX, and Staff.
• Strong 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 qualifications and certifications are preferred:

• Apple certification (Apple Genius).
• A+ Certification.

Career Growth Opportunities and Learning Benefits

At American Airlines, we're committed to helping you grow and develop in your career. As a Customer Support Associate Analyst, you'll have access to a range of training and development opportunities, including:

• Comprehensive training programs to help you develop your technical and customer service skills.
• Opportunities to work on complex and challenging projects, developing your problem-solving and analytical skills.
• Regular feedback and coaching to help you achieve your career goals.
• Access to a range of career development resources, including online courses and workshops.

Work Environment and Company Culture

At American Airlines, we're proud of our diverse and inclusive workplace culture. Our 20+ Employee Business Resource Groups are dedicated to connecting our employees to our customers, suppliers, communities, and shareholders, helping employees reach their full potential and creating an inclusive workplace to address and exceed the needs of our diverse world.

We believe in fostering a culture of respect, empathy, and understanding, where everyone feels valued and supported. As a Customer Support Associate Analyst, you'll be part of a dynamic and supportive team, working together to deliver exceptional customer service and technical expertise.

Compensation, Perks, and Benefits

As a Customer Support Associate Analyst at American Airlines, you'll enjoy a range of benefits, including:

• Competitive salary: $28/hour.
• Comprehensive health benefits, including medical, dental, prescription, and vision coverage.
• Wellness programs to help you stay healthy and happy.
• 401(k) program, with company contributions available after one year.
• Additional benefits, including our Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more.

Conclusion

Are you ready to feel a tremendous sense of pride and fulfillment as you do your part to keep the largest airline in the world running smoothly? Do you want to be part of a dynamic and inclusive team, delivering exceptional customer service and technical expertise? If so, apply now to become a Customer Support Associate Analyst at American Airlines. We can't wait to welcome you to our team!

Apply now and take the first step towards an exciting and rewarding career with American Airlines.