Technical Product Support Analyst (associate, Or Expereinced)

Technical Product Support Analyst

Boeing Digital Services is seeking a Technical Product Support Analyst for 24x7x365 technical customer support. The scope of support covers Boeing's current and next generation Software as a Service (SaaS) platforms, licensed software products, Identity and Access Management services spanning large-scale hybrid cloud environments. This includes e-Commerce, traditional web application and native mobile application delivery channels based out of our Seattle, WA or Englewood, CO.

Your primary job responsibilities include technical product support investigating, analyzing, troubleshooting, and resolving high/medium/low priority service requests from our internal (Boeing) and external Customers (Aircraft Owner, Operator, MRO, Partners and Suppliers) as defined in our Licensed Software Support Policy.

Our teams are currently hiring for a broad range of experience levels including; Associate, and Experienced Level Technical Product Support Analysts.

Position Responsibilities:

• Provide responsive 24x7x365 world class technical customer service and support for service requests, phone calls and email inquiries.
• Utilize and maintain knowledge, troubleshooting guides and self-help resources for internal team and external customer usage.
• Contribute to continuous improvement, problem management, root cause and corrective action (RCCA) activities to improve customer satisfaction, reduce repetitive issues, and eliminate negative impacting events.
• Draft and publish global communications for unplanned events.
• Continuous learning by staying up to date with new software/hardware products, features and Information Technology (IT) support methods.
• Be a resource and partner with cross functional and matrix organization team members in delivering superior customer service and support.

Basic Qualifications (Required Skills/Experience):

• 1 or more years' experience and competency in troubleshooting, analysis and problem solving strategies to address simple to complex customer inquiries.
• Effective written and speaking skills to communicate with individuals with English as a primary language and those with English as a second language.
• Willingness to work in 24x7x365 technical customer support environment.

Preferred Qualifications (Desired Skills/Experience):

• 3 or more years' related work experience or an equivalent combination of education and experience
• Associate's degree or higher
• IT support or equivalent background across one or more of the software systems development / sustaining disciplines a plus.
• Project management tools and practices as well as knowledge of project and software implementation a plus.
• Knowledge and/or experience within the aviation industry
• Knowledge of Aviation training practices and protocols.