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Technical Support Representative

Company  is currently seeking an experienced Technical Support Representative to join our team in Moscow, Russia.

Job Description:

This position requires working with the Technical Support team to quickly and efficiently resolve customer complaints, troubleshoot IP and telephony networks, maintain a proactive approach towards problem solving, perform daily QC checks of system software, and validate and test system configurations via the lab.

Job Responsibilities:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily and should demonstrate the following competencies to consistently execute the functions of this position. All employees are expected to adhere to and be knowledgeable of Direct operations standards, established safety/security rules and requirements for company work guidelines.

•Provide telephone and/or onsite technical support to OEM’s and customers through system setups and troubleshooting.

•Supporting OEM and customers in all aspects of training including but not limited to; use, hardware, and compatibility of services.

•Located in Russia. Can work from home but linked to the Moscow Office.

•Other duties may be assigned.

Requirements:

Education and Experience:

•Associates Degree in Aviation Management or other related technical field

•Networking Certification such as Cisco or Microsoft (CCNA, CCENT) preferred but not required

•3-5 years technical sales and/or support representative experience

Abilities and Skills:

•Experience with IP based routers and switches such as Cisco

•Business Aviation industry experience; aircraft OEM airframes and knowledge of current equipment utilized for aircraft communications.

•Yonder network fundamentals and service

•Proficient in CRM, Ops, Intranet reports, Plane Simple, company website

•Clear understanding of Iridium network and avionics that support Iridium voice

•Capable of troubleshooting Iridium voice & fax issues

•Familiar with BrandNUI

•Understands Inmarsat I3/I4 networks and GES/LES/SAS

•Yonder network fundamentals and service

•DTV

•Pings

•Channel programming changes

•Box changes

•Proficient with general office software including but not limited to; Microsoft Office Suite; including but not limited to Word, Excel, PowerPoint, Outlook, and CRM, with the ability to adapt to a variety of other software databases.

•Outstanding customer service, organizational, time management skills, and ability to multi-task

•Excellent oral and written communication skills including the ability to interact successfully with internal and external contacts (English)

•Excellent interpersonal skills and demonstrated ability to work in a team as well as independently

•Effective and confident decision making and problem solving skills, especially under time constraints

•Ability to maintain confidentiality

•Must be able to perform independently and in a team environment.

•Ability to travel.

Compensation and Benefits:

•Compensation is commensurate with experience

• Benefits package available

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