Telephony Operations Group Specialist

Job Description

Bigger challenges. Bolder ideas. Global impact. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. We’re the company behind the world’s fastest satellite internet service, with technology that’s helping to bridge the digital divide and improve life for our customers around the globe. By providing powerful new ways for people to connect with one another, gain greater access to education, entertainment, medical research, commerce, and much more, our team is empowering millions of customers worldwide. We’re growing rapidly and looking for passionate, innovative professionals to join our team and connect the world to more. You’ll work in a collaborative and inclusive environment that values diverse perspectives and continuous learning, and provides industry-leading benefits with unmatched opportunities for career growth. Our team is fearless in pursuit of new ideas and uncompromising in our quest to become the world’s first truly global Internet Service Provider. Interested in joining our mission? Take a look at career opportunities at Viasat today. The pay for this position is $17.50 per hour. Job Responsibilities

In this exciting position you will support our Viasat customer base, field installation teams and outsourced vendor teams. As a member of the Telephony Operations Group, your area of focus will be Viasat’s voice and Satellite products. You will be supporting our DSL partners and customers with product, work order and all support functions. This includes assisting with installation, disconnection and, trouble shooting the voice product with customers, vendor partners and other Viasat departments.

In this role, critical thinking, the ability to troubleshoot process and technical equipment issues as well as customer service skills will be needed to achieve resolution of customer issues on the first call within a fast paced environment. The ability to mine customer and installer information and determine root cause analysis of problem trends will be essential for success. You will be work with various departments and teams to provide valuable feedback from the customer’s point of view. In addition to customer feedback you will also provide feedback on opportunities to improve operational process.

Requirements

• 2+ years technical voice trouble shooting experience
• 2+ years broadband experience
• The ability to clearly communicate with both customers and field installation teams
• Trending recognition and analysis for both minor and systemic process gaps or issues
• The ability to think critically and analyze established processes for needed change
• Enjoy working within a fast paced team environment
• Effective professional communication skills to promote discussion and idea sharing with multiple internal departments
• Independent decision making in order to resolve customer related issues
• The ability to proficiently learn back office Sales Force driven systems to manage case queues and resolve technical escalations
• The ability to be nimble and adjust quickly to changing projects or priorities
• Support Salesforce queues outside of the Telephony Operations Group when needed
• U.S. Citizenship or Lawful Permanent Residence status may be required for some projects in which case, verification of such status will be required upon accepting employment

Preferences

• 2+ years telecommunications experience
• 2+ years technical customer service experience
• 2+ years satellite industry experience
• Prior telecommunications or vendor specific experience with Alianza
• Prior knowledge with ticketing system environment
• Previous satellite field installation experience
• Field installation and Field Service experience

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