Main Purpose of Job
- To be a pro-active member of the Global Customer Support Centre (GCSC) delivering 1st and 2nd line technical support on product, service and billing enquiries for both maritime and land based customers.
- To provide 1st /2nd line network operations support including monitoring of NSSL’s VSAT Networks and its BGan POP, assisting with line up and service issues and ensuring that problems are resolved quickly whether overall network or remote customer related.
- To provide out of hours support for all other departments.
- Working within a team with a clear growth path and development strategy that encourages internal growth.
Who we are:
NSSLGlobal is a leading and growing provider of Satellite Communications and IT Support to the Government and Maritime markets. Established 55 years ago, the company leverages deep customer understanding and engineering know-how to deliver technical solutions tailored to their customers unique requirements.
In an enviably strong financial position with over 250 employees the company is privately held, profitable and debt free with exponential growth plans. Headquartered in the UK, the company has a global footprint with key offices located across Germany, Denmark, Norway, the Netherlands, Sweden, Poland, Singapore, Japan and the United States.
Key Tasks
- To respond to customer enquiries and to reply quickly and efficiently ensuring that customer expectations are met and, for key customers, that SLA’s are met specifically in regard to response and resolution times
- To ensure each call/email is logged and that Freshdesk and Cruise IP Databases are maintained at all times, so clarity is ensured for other team members, chasing cases and escalating issues to other departments/on call engineers where necessary (and in consultation with Shift Supervisor) and following each issue to conclusion.
- To provide 1st/2nd line support for GCSC activity ensuring continuity between shifts (day and opposite night shift) and seamless handover of tasks outstanding
- To assist with monthly customer surveys to ensure that NSSLGlobal service levels are met.
- To process sales orders for prepaid airtime cards for agreed customers
- To manage inbound calls as required by the Shift Supervisor
- To assist in the development of systems to deliver front line support for the company’s customer handling and customer care programmes and make recommendations for improvements
- To proactively monitor the GCSC associated infrastructure, investigate alarms, issue outage reports, act on high usage alerts and resolve any and all service issues. Whether network or remote customer related
- Manage cases through to resolution, with the assistance of the Technical Support Supervisor, escalating to both internal and external resolver groups
- To actively pursue technical training and to continually update technical expertise. Training on products are services, sharing this knowledge with shift colleagues.
- To make recommendations to improve development of systems and processes to the benefit of the customer and company
- Any other appropriate tasks as delegated by management
Dimensions
- Working as part of a team providing 24/7 support, working 12 hour shifts both days and nights
Supervision
- No supervision of others but self-management is vital to ensure service issues are proactively addressed quickly and to agreed timescales
Assignment and Review of Work
- Work assigned on day to day basis resulting from :
-Customer and agents enquiries
-Internal inter-departmental requests
-Handover from other shifts
-NOC/support desk operational occurrences
-Manager/Shift supervisor
Customer focussed activity.
Decision Making
- Time Management.
- Keeping customer informed at all times in appropriate fashion
- Taking personal ownership and seeing through to completion any task.
Judgement
- Prioritising workload.
- Expected to exercise high level of judgment to pre-empt issues escalating and to refer issues to the correct person where necessary
Experience/Skills/Qualifications
Essential :
- Customer facing experience
- Be computer literate
- Confident and clear telephone manner
- Possess a keen commercial awareness with ability to work on own initiative and unsupervised
- Ability and willingness to continuously learn and support new systems and services
Preferred :
- Inmarsat and/or VSAT operational, service or technical experience
- In depth technical knowledge of at least some of the following customer equipment or systems
- Inmarsat Satellite Maritime Customer equipment including T&T Sailor, JRC systems and Intellian FX
- Cobham Seatel, T&T and Intellian VSAT equipment
- Inmarsat Land Mobile systems including Nera & T&T (BGans) Iridium Certus, Thuraya
- Inmarsat/Iridium/Thuraya activation systems
- 3G/4G Wireless LTE
- Smart@sea
- Knowledge of customer IT networks/systems eg IP address ranges
Cisco and HP Switches ideally a qualification within this field - Network Operations experience