Support Agent - Atlanta, GA, US

Atlanta, GA, US
Full Time

We are seeking a highly skilled and motivated Support Agent to join our dynamic team. Apply your technical expertise and passion for customer satisfaction to help customers with their issues through innovative software and hardware support solutions.

Our benefits

Hybrid working
Career Growth - Sleek X Webflow Template
Career growth

Job Description

We are in search of an enthusiastic Support Agent to become a valuable addition to our dynamic team. Ideal candidates will have prior experience in the airline industry, with a focus on Departure Control processes or providing customer support within the Ticketing process, specifically using a Passenger Service System.

About Ink

Ink is an innovative IT company based in sunny Alicante, Spain. The company's diverse product portfolio delivers Passenger Service technology for the travel industry across three channels - Desktop, Mobile and Self Service - from our Cloud Platform. 

We provide mission-critical products and services to several international aviation clients and our systems have handled over 50 million passengers for over 100 airlines in airports all over the world.

Our team thrives on the adrenaline of competing against billion-dollar companies using our ingenuity and relying on our desire to out-innovate them.

In addition to our established teams in Colombia and Serbia, we are expanding our presence in the USA, Philippines, and various other countries. As part of this growth, we are excited to build our team in Spain. Join us on this exciting journey!

Job Responsibilities

  • Monitoring, proactively handling support requests, and addressing issues with our software and hardware systems.
  • Maintaining a consistent monitoring and updating schedule while adhering to Service Level Agreements.
  • Handling issues from the initial stage through to the completion of Root Cause Analysis (RCA) and following up with various parties.
  • Learn how to use and support our various important and mission-critical aviation systems.
  • Providing training internally and externally.
  • Actively participating in forming documentation and improvement initiatives, cooperating with management through the RCA process, quality process, and preventive and corrective actions.
  • Know and observe Ink's Security Policies as well as our customers' Security Policies. Ink is an ISO 27001-certified company.
    Reacting to P1/P2 issues in the shortest time possible, while following established processes, procedures and playbooks.

Experience and Qualifications

  • Working for an airline, particularly in the Departure Control process or providing customer support in the Ticketing process (using a Passenger Service System).
    3+ years experience in providing customer service support or technical support.
  • Some IT experience and general knowledge of modern computing concepts would be a definite advantage - cloud systems, networking, application performance monitoring, Web communications, servers, and VPNs.
  • Ability to work efficiently in collaboration with a team or on your own.

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