Customer Support Advisor

1 day ago

Redruth, United Kingdom AAP3 Full time

We have an exciting opportunity for a Customer Support advisor with a successful, growing Satellite Communications organization operating in the government, defence and maritime sector. The role will be based form their offices in Redruth.

In this role you will be the first point of contact to the organisations customers globally logging and supporting on product, service and billing enquiries.

You will either need a strong background in customer support with sound computer skills or have a background in customer technical support.

This role will involve working a shift pattern 8am to 8pm and 8pm to 8am working 2 days, 2 nights and then 4 days off.

  • Salary to £23K + £3.5K shift allowance
  • 25 days holiday
  • Bonus
  • Free onsite parking
  • Private health

Key responsibilities will include:

  • First point of contact for customer support queries globally
  • Logging all calls and emails within CRM/ database and ensuring details are accurately recorded and updated
  • Ensuring customer queries are dealt with within SLAs and to customer satisfaction
  • Providing 1st/ 2nd line technical support to customers on products and services
  • Escalating calls and following through to ensure customer satisfaction, providing updates
  • Monitoring of technical infrastructure, investigating alarms and outages to ensure smooth running and escalating as needed
  • Training on technical products and services and ensuring maintaining and growing technical knowledge to support customers

Key skills and experience sought:

Essential:

  • Customer facing/ support experience

  • Computer literate

  • Confident and clear telephone manner
  • Good commercial awareness with ability to work on own initiative and unsupervised
  • Ability and willingness to continuously learn and support new systems and services

Preferred:

  • Knowledge of customer IT networks/systems eg IP address ranges
  • Cisco and HP Switches ideally a qualification within this field
  • Network Operations experience
  • 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

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