Customer Service Representative

1 month ago


Pool, Leeds, United Kingdom Omega Resource Group Full time
Job Title: Customer Support Advisor

Contract Type: Permanent full time.

Omega Resource Group has an exciting opportunity for a Customer Support Advisor position. Our client is a leading provider of satellite communications and IT management solutions, with a strong focus on customer service and innovation.

Key Responsibilities:

  • Log and maintain customer interactions in Freshdesk and Cruise IP databases, ensuring clarity and effective issue escalation.
  • Provide first- and second-line support for GCSC activities, ensuring seamless handovers and continuity between shifts.
  • Assist with monthly customer surveys to ensure NSSL Global service levels are met.
  • Manage inbound calls and assist with case development, making recommendations for improvements.
  • Proactively monitor GCSC infrastructure, investigate alarms, and resolve service issues.
  • Manage cases through to resolution, escalating to internal and external resolver groups as needed.

Qualifications & Requirements:

  • Customer-facing experience.
  • Computer literacy.
  • Confident and clear telephone manner.
  • Keen commercial awareness and ability to work independently.
  • Willingness to continuously learn and support new systems and services.
  • Inmarsat and/or VSAT operational, service, or technical experience.
  • Knowledge of customer IT networks and systems.

What We Can Offer:

  • Annual Bonus.
  • Private Healthcare.
  • Competitive Salary.
  • Company Pension.
  • Company Sick Pay.
  • Free on-site parking.
  • 25 days holiday per year, plus Bank Holidays.
  • Hybrid working eligibility after probation period.


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