[Hiring] Monitoring & Dispatch Representative @Viasat, Inc.

Role Description

Our College Station, TX location is growing rapidly and looking for passionate, innovative professionals to join our team and connect the world to more.

• Work in a collaborative and inclusive environment that values diverse perspectives and continuous learning.
• Provide industry-leading benefits and location amenities with unmatched opportunities for career growth.
• Act as a Tier 2 contact for front-line Tier 1 support agents.
• Provide phone and email assistance to location staff and field technicians needing help with our deployed Wi-Fi and wired networks.
• Monitor the operational condition of the deployed networks and take corrective action when network failures occur.
• Provide technical support to location staff and technicians working with our Wi-Fi and wired services.
• Perform remote fixes using Viasat provided diagnostic tools.
• Proactively monitor system health of deployed network equipment, investigating potential issues.
• Solve issues associated with networks that impact end-user connectivity.
• Determine whether a field dispatch is required and schedule dispatches as needed.
• Provide status updates of critical network outage(s) to designated customers.
• Document key aspects of each interaction within incident tickets.
• Strive towards achieving first call or chat resolution with location staff and field technicians.
• Monitor and reply to support related email inquiries.
• Perform other project related tasks as requested by your supervisor.

Qualifications

• Great communication skills showing you to be outgoing, friendly, kind, and warm in demeanor; a “people person.”
• 4+ years of experience in customer facing support role.
• Working familiarity with personal computer and mobile device networking.
• Possess general to intermediate knowledge of TC/IP network management and fix network issues.
• Work effectively with team members to provide exceptional support for both internal and external customers.
• Great analytical, problem-solving, and conceptual skills.
• Excellent time management.
• Excellent grammar skills.
• Proficient in typing (Min. 35 WPM).
• Must be willing to work shift schedules found in a 24x7 Call Center environment.
• Should be prepared to attend daily training sessions held Monday thru Friday 8am – 5pm for up to (4) weeks.
• Able to multi-task.
• High School Diploma or GED required.
• Must currently be a Front-Line Care Representative within the TX Care Call Center to apply.

Requirements

• Prior experience setting up or managing a wireless network in a home or office environment.

Benefits

• Salary range: $22.12 - $34.86 / hourly.
• For specific work locations within San Jose, the San Francisco Bay area, and New York City metropolitan area, the base pay range for this role is $27.4 - $41.35/ hourly.
• Base pay may vary depending on job-related knowledge, skills, and experience.
• Additional cash or stock incentives may be provided as part of the compensation package.
• A range of medical, financial, and/or other benefits, dependent on the position offered.

Company Description

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment.