Customer Support Advisor

Main Purpose of Job *To be a pro-active member of the Global Customer Support Centre (GCSC) delivering 1st and 2nd line technical support on product, service and billing enquiries for both maritime and land based customers. *To provide 1st /2nd line network operations support including monitoring of our clients VSAT Networks and its BGan POP, assisting with line up and service issues and ensuring that problems are resolved quickly whether overall network or remote customer related. *To provide out of hours support for all other departments. *Working within a team with a clear growth path and development strategy that encourages internal growth. Key Tasks *To respond to customer enquiries and to reply quickly and efficiently ensuring that customer expectations are met and, for key customers, that SLA's are met specifically in regard to response and resolution times *To ensure each call/email is logged and that Freshdesk and Cruise IP Databases are maintained at all times, so clarity is ensured for other team members, chasing cases and escalating issues to other departments/on call engineers where necessary (and in consultation with Shift Supervisor) and following each issue to conclusion. *To provide 1st/2nd line support for GCSC activity ensuring continuity between shifts (day and opposite night shift) and seamless handover of tasks outstanding *To assist with monthly customer surveys to ensure that our clients service levels are met. *To process sales orders for prepaid airtime cards for agreed customers *To manage inbound calls as required by the Shift Supervisor *To assist in the development of systems to deliver front line support for the company's customer handling and customer care programmes and make recommendations for improvements *To proactively monitor the GCSC associated infrastructure, investigate alarms, issue outage reports, act on high usage alerts and resolve any and all service issues. Whether network or remote customer related *Manage cases through to resolution, with the assistance of the Technical Support Supervisor, escalating to both internal and external resolver groups *To actively pursue technical training and to continually update technical expertise. Training on products are services, sharing this knowledge with shift colleagues. *To make recommendations to improve development of systems and processes to the benefit of the customer and company *Any other appropriate tasks as delegated by management Dimensions Working as part of a team providing 24/7 support, working 12 hour shifts both days and nights, with a 4 on 4 off shift pattern