Customer Support Specialist (Warranty Service)

Gogo is seeking a dedicated and customer-centric individual to join their team as a Customer Support Specialist (Warranty Service). This hybrid role is essential for maintaining customer service excellence by interacting with customers and resolving warranty claims and inquiries. Responsibilities Provide exceptional customer service by promptly responding to incoming calls and emails regarding warranty claims, product repair or exchange, and general inquiries Maintain a professional and courteous demeanor while establishing a positive rapport with every customer interaction Process Salesforce cases efficiently, including communication with customers to obtain necessary information for resolution Adhere to AS9100 requirements and certification standards to uphold quality assurance protocols Collaborate closely with internal teams, including Repair Station, Technical Support, Sales, and Production Planning to address customer needs effectively Update and maintain product warranty information, ensuring accuracy and completeness Coordinate with the sales team and buyers on purchase orders, delivery status, pricing, and delivery issues to ensure high customer satisfaction Demonstrate adaptability and flexibility in team settings, supporting team goals and fostering a cooperative work environment Skills High school diploma or equivalent work experience 1-3 years experience in customer service and/or logistics in a technical industry Willingness to be on call during weekends and holidays on a rotational basis Ability to lift up to 50 pounds and work in various environments, including office, lab, and manufacturing settings Willing to train in the office Monday through Friday for the first 4-6 weeks and then be able to work in a hybrid environment (2-3 days in the office) Strong attention to detail and organizational skills Self-driven with the ability to achieve defined goals and metrics with minimal supervision Excellent computer skills Outstanding written and verbal communication skills Ability to thrive in a fast-paced environment Team-oriented with a friendly and approachable demeanor Familiarity with IS09000/9001 standards, AS9100 preferred Benefits Medical, dental and vision coverage Immediate vesting 401k plan Paid time off Volunteer time off Employee Stock Purchase Plan Company Overview Gogo is the only multi-orbit, multi-band in-flight connectivity provider offering connectivity technology purpose-built for business and military/government aviation. It was founded in 1991, and is headquartered in Broomfield, Colorado, USA, with a workforce of 201-500 employees. Its website is