Experienced Full Stack Customer Support Analyst – American Airlines Customer Support

Join the Arenaflex Family and Take Your Career to New Heights

Are you ready to embark on a journey of discovery, growth, and excitement? Look no further than Arenaflex, where we're passionate about empowering our team members to reach their full potential and make a meaningful impact. As a valued member of our Arenaflex family, you'll have the opportunity to explore new horizons, develop your skills, and become the best version of yourself.

Why You'll Love This Role

As a key member of the Data Innovation Group within the Data Innovation Division at Arenaflex, you'll be responsible for providing first-level issue resolution via phone for all equipment and software supported by our cutting-edge Advancements framework. You'll be the go-to expert for our customers, providing top-notch support and ensuring their issues are resolved efficiently and effectively.

Your Key Responsibilities

* Provide goal-to-issue resolution via phone, and when necessary, escalate more complex issues to certified support specialists

• 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, and more
• Collaborate with internal and external support groups and third-party vendors to identify and address core issues
• Re-create or reproduce client issues to determine working troubles
• Maintain daily awareness of outages and issues system-wide
• Escalate incidents to acceleration groups to ensure client resolution
• Provide timely communication (oral or written) to Level 2 support or other service teams, as needed
• Consult with Level 2 support or other service teams regarding quality issues to determine efficacy or strategy
• Work extended hours as needed and when approved
• Maintain confidentiality regarding employee, organization, and client data
• Demonstrate commitment to and adherence to all company and departmental policies, procedures, and practices

Shift Work Required/24x7 IT Inclusion Climate

All You'll Need for Success

* Minimum Requirements: + Training and earlier professional training + 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

• Preferred Requirements:

+ Instruction and earlier professional training + Apple certification (Apple Genius) + A+ certification

• Essential Skills:

+ Strong relational, written, and verbal communication skills + Ability to perform multiple tasks in a fast-paced environment + Strong critical thinking and analytical skills

What You'll Get

Join the Arenaflex family and enjoy a comprehensive benefits package that includes:

• Medical benefits: On the first day, you'll have access to your health, dental, prescription, and vision benefits to help you stay healthy. 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, which is why our health programs provide you with the right tools, resources, and support you need.
• 401(k) Program: Available upon hire, and business contributions to your 401(k) program are available after one year.
• Extra benefits: Other amazing benefits include our Employee Assistance Program, pet insurance, and discounts on hotels, cars, travel, and more.

Be Yourself at Arenaflex

From the colleagues we recruit to the clients we serve, diversity and inclusion are the foundation of the unique workforce at Arenaflex. Our 20+ Employee Business Resource Groups are designed to connect 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 sense of pride and fulfillment as you do your part to keep the world's largest carrier moving smoothly as we care for people on life's journey? Join the Arenaflex family today and be yourself. Apply Now! Apply for this job