Operations Support Specialist

3 weeks ago


Mansfield, Nottinghamshire, United Kingdom ERT Full time

Search and Rescue Support Role

ERT is seeking a highly skilled candidate to support the Search and Rescue (SAR) system as a dual duties position of a Help Desk Specialist/Customer Service Representative and Duty Controller. The successful candidate will play a critical role in ensuring the performance of lifesaving SARSAT satellite instruments, Local User Terminals (LUTs or ground stations), and the USMCC.

Responsibilities

  1. Monitor the USMCC SARSAT system and respond to requests from Rescue Coordination Centers (RCCs), SAR Point of Contacts (SPOCs), and other Mission Control Centers.
  2. Analyze USMCC system alarms and take corrective actions.
  3. Process daily satellite orbital data to ensure accurate Doppler positions for search and rescue efforts.
  4. Communicate with RCCs to capture and record accurate feedback on beacon activation outcomes and enter data into the Incident History Database (IHDB).
  5. Send messages to SARSAT partners regarding quality of incoming data and test communication links.
  6. Perform administrative tasks such as answering phone calls, recording shift activity, and verifying accuracy of beacon registration information.

Help Desk and Customer Service Responsibilities

  1. Answer incoming phone calls and resolve customer issues.
  2. Track data received and source documents.
  3. Enter accurate and timely data for beacon registrations into a computer system.
  4. Review error reports and make corrective actions.
  5. File and route documents after entry.
  6. Prepare mailings.
  7. Work in a team environment.
  8. Perform quality control of registration entries and assist with updating procedures.

Requirements

  • A minimum of 4 years' relevant experience in customer service, IT help desk, or a related field.
  • Excellent verbal and written communication skills to work effectively with international communities.
  • Typing speed of 35-45 wpm or greater.
  • Proven experience using software tools such as Word, Excel, and PowerPoint.
  • Dependability, detail orientation, and willingness to work a rotating 12-hour shift schedule for the controller duties and 8-hour shift for the customer service representative duties.
  • Understanding of mathematics, latitude and longitude, and time zones.

The selected candidate must be a US Citizen or Permanent Resident and pass a background investigation to obtain a security badge for government facility access. ERT is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.



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