Customer Operations Specialist at Gogo in Melbourne, VIC

Job description

--- --- --- The Customer Operations Specialist (Activations Specialist) is responsible for the precise and efficient provisioning of equipment and connectivity services for business aviation and global government customers. This role demands exceptional attention to detail to ensure all activation tasks are completed accurately and on time, based on each aircraft’s unique configuration. The Activations Specialist plays a key part in enabling critical cockpit and cabin capabilities, including safety systems, voice communication, and data connectivity services. Are you a customer‑focused professional with strong attention to detail and a genuine interest in the aviation industry? Do you thrive in a collaborative environment and bring a naturally curious, self‑motivated approach to your work? COME ON BOARD THE GOGO ACTIVATIONS TEAM! How will you make a difference? Respond to incoming departmental calls, providing direct assistance or routing inquiries to the appropriate teams Manage Dealer, OEM and customer email requests and accurately generate service activation cases Proactively review activation queues and execute required provisioning tasks with precision Evaluate customer service agreements and proposals to ensure accuracy, technical compatibility, and compliance with service requirements Maintain comprehensive knowledge of Activations procedures including urgent and complex workflows requiring advanced problem‑solving across multiple work item types Sustain a strong working knowledge of all internal databases, applications, and business tools, including new features and system enhancements Coordinate with internal teams and external partners to provision aircraft connectivity services—including DirecTV, Eutelsat, Iridium, SES, SiriusXM, SITA, ViaSat, etc. — using a variety of internal and third‑party systems Support customers with configuration changes, service modifications, and deactivation requests, ensuring a seamless service experience Collaborate closely with Sales, Support, Accounting, and Engineering to fulfill customer requirements and maintain alignment across departments Partner with Support teams during activations and service modifications to assist with testing, validation, and troubleshooting activities Assist with special projects assigned by the Activations Manager or other Gogo senior leadership, including user acceptance testing for critical software releases and internal tool deployments Participate in the on‑call rotation schedule to provide after‑hours support as needed Obtain and maintain AeroCNCT and AeroIT certifications Required Skills, Talents, & Experience Proficient in the Microsoft Office Suite , including Word, Excel, PowerPoint, and Outlook Skilled in correlating work items across bundled services and product offerings Leverages deep knowledge of interconnected business tools and processes to resolve complex issues Excellent customer service skills, including active listening and clear verbal and written communication Analytical abilities to interpret and communicate complex situations to customers effectively Self‑motivated and independent, with a proactive approach to monitoring, improving, and collaborating across internal and cross‑functional teams Preferred Skills, Talents, & Experience Knowledge of business aviation operations, including flight deck and cabin hardware and associated services Preferred background includes technical understanding of avionic systems or networking Familiarity with Eutelsat, Iridium, and ViaSat services is desirable Aviation, networking, or telecommunications industry experience is preferred Strong systemic and critical thinking skills used to research and develop solutions for time‑sensitive issues Dependable, cooperative, and thorough when collaborating within team environments Demonstrated ability to exercise diplomacy and maintain strict confidentiality Strong multitasking capabilities with the ability to manage competing priorities effectively Exceptio