A prominent client in the aerospace manufacturing industry is looking for a Senior Technical Customer Support Associate to to support a mission-critical contact center operation. This individual will provide technical and operational support - including AOG coverage - to a specialized aerospace customer base via phone, email, and ticketing platforms. The ideal profile brings 8+ years of help desk or contact center experience in a technical environment, with at least 3 years in a progressive leadership role (Senior Rep, Team Lead, Supervisor, or QA).
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location: Baltimore, Maryland
job type: Contract
salary: $50 - 60 per hour
work hours: 8am to 4pm
education: Associates
responsibilities:
- Provide 12/7/365 coverage via phone, email, and ticketing systems; coordinate directly with Production Control on AOG parts orders to minimize aircraft downtime
- Triage, prioritize, and route all incoming helpdesk cases to the appropriate SME or department; manage queue health to ensure all SLAs and contractual timeframes are met
- Serve as the consistent point of contact for aerospace clients; maintain high satisfaction standards through professional, timely, and solution-oriented communication
- Document, track, and drive all technical issues to resolution; escalate outstanding cases to the Contact Team Leader or Manager when appropriate
- Execute user account management, billing workflows, system maintenance, and account auditing across applicable business platforms
- act as backup to the Contact Center Supervisor on business, administrative, and personnel matters; support team operations during coverage gaps
- Min 8 years of contact center or help desk experience in a technical/help desk environment.
- 3+ years in a progressive leadership role - Senior Rep, Team Lead, Supervisor, or QA
- 2-yr technical / associate degree or equivalent years of experience
- Associate degree or 2-year technical degree, or equivalent experience
- Experience in Aerospace/Airline operations is preferred
- Experience with Oracle or similar enterprise platforms
The essential functions of this role include:
qualifications:
- Experience level: Experienced
- Minimum 8 years of experience
- Education: Associates
skills:
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
