Viasat, Inc.
Global Customer Support Consultant
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About us
One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.
What you'll do
As a Customer Service Consultant, you’re the provider of great customer experience. You will build rapport by interacting with customers via email and telephone, providing solutions that not only meet expectations but shatter them. Our customers can be anything from our end users to distribution partners, i.e. it could be a fisherman on a boat in the Atlantic, or a ship approached by pirates outside Somalia. No 2 days are the same and that is what makes the job so unique and interesting. Please note that we are not a call centre and we do not wear headsets. This is a site-based role, employees work 3+ days (60%+) per week from a Viasat office or work location within a standard five-day workweek.
The day-to-day
- Respond to requests for customer assistance in person, via telephone, electronically within the agreed SLAs
- Logging, updating and creating tasks or incidents as required on SNOW
- Handling incoming calls and logging, updating and creating tasks for customer queries and cases as required using corporate CRM systems
- Handling customer complaints in accordance to the GCO complaints procedure, updating internal systems
- Close liaison with internal and external customers to provide regular updates on customer queries
- Research customer issues, referring to a local directory of information to handle customer queries
- Provisioning, activating and de-activating terminals, managing suspensions and sim activations across all satellite constellations
- Checking invoices on behalf of billing and providing customer updates as required
- Providing call data records for customer usage as required by customers
- Troubleshooting of network, hardware and application issues, updating systems and customers as required
- Managing assigned cases in line with customer expectations and departmental SLAs and important metrics
- Resetting of customer passwords on certain systems
- Participating on daily calls with other internal 3rd party teams to prioritise key issues
- Close liaison with customers, providing updates and/or appropriate action to resolve queries
- Identifying and escalation to management situations requiring urgent attention
- Staying ahead of with system and product information, changes and updates
- Other duties as required by the line manager
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What you'll need
- Professional telephone manner
- Tele communications background
- To be able to communicate effectively at all levels with a good grasp of the English written language
- To be able to conduct initial fix and diagnostics on all enquiries
- Able to operate within a multilingual customer base
- Ability to assimilate information and respond accordingly
- PC literate
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What will help you on the job
- Have a working technical knowledge of:
- IP data and circuit switched data/voice connectivity, ideally within the satellite communications or telecommunications sector
- Understanding of network concepts (LANs and WANs)
- Mobile communications technologies such as Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTS
- Wireless Networking technologies such as WiFi® and Bluetooth®
- Circuit switched voice and data, e.g. ISDN / Fax / voice and video conferencing
- An awareness of different types of computer based applications and the data they generate
- Awareness of the various Viasat services and products
EEO Statement
Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.
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