Technical Support

Customer Service Technician 2

Date
19 October 2020
Location
Pompano Beach, FL USA
Company Description

Intellian Technologies

Intellian is a leading global provider of stabilized satellite antenna systems. Built upon our patented RF, stabilization and tracking technologies, our products support a wide range of industries, including Commercial Maritime, Offshore Energy, Defense & Intelligence and Luxury Yachting. Our comprehensive range of antenna systems includes Satellite TV, VSAT, Global Xpress, FleetBroadband and Iridium Certus solutions.

Job Position

Customer Service Technician 2

Job Type

Full Time

Prime Purpose

The Customer Service Technician (Level 2) is responsible for supporting all Intellian products via Phone, Email, Web chat, Remote Support Application and other technologies. This role will require remote support (90+%) at their desk through communication, instruction and collaborative troubleshooting with many customers/users of varying technical abilities.

Accurate data collection, entry and record keeping for Tickets and Cases in the CRM tool Salesforce is an essential part of the role.

This role is a 1st through 3rd line position and you will be expected to resolve a large number of tickets/cases without escalation when you are fully trained, it is however imperative that more technical 3rd-4th line issues are escalated to the correct team(s) quickly. 4th Line items could include situations where a field engineer needs to be dispatched, therefore accurate data for the job and a detailed work scope needs to be handed over to the coordinator and Field Services team.

This role will also include supervision, mentoring and on-the-job training of the Level 1 CS Helpdesk Technicians that are predominantly 1st-2nd line.

Once trained a key part of the role will be managing internal projects and completing items to a deadline such as, but not limited to; knowledgebase articles, internal technical bulletin writing and creation of customer facing documents such as “How to” guides.

This role requires shift work during the week and weekend/public holiday work to cover the helpdesk on a rotation basis.

Responsibilities
  • Answer incoming phone calls, emails, SMS and chat request to support our customer base.
  • Make outgoing communications to respond to customers that may have left voice or text messages.
  • Ensure smooth handover of tickets/cases with EMEA and APAC support teams.
  • Mid-level IT Network troubleshooting skills. To include basic understanding of TCP/IP, Infrastructure and network topology and WiFi.
  • High-Level RF skillset; RF Bands, Satellite theory.
  • High-Level understanding of AC & DC Electrical circuits, Electronic Systems and electro Mechanical components.
  • Excellent understanding of test equipment such as; OTDR/TDR, Multi meter, Spectrum Analyzer and/or Oscilloscope.
  • Knowledge on security and/or CCTV Installation, Network Infrastructure installers, Audio/Video (AV) installers, Network Infrastructure installers and HVAC installers.
  • Assisting other departments with items such as part numbers or solutions for customer needs.
  • Understand operation of all Intellian product and be able to troubleshoot and fix.
  • Work with teams of both internal staff, subcontractors, dealers and customers.
  • Maintain tickets up to date in order to minimize ticket/case aging.
  • Maintain a high case resolution rate.
  • Inputting of information into Salesforce and ensuring Salesforce information is accurate.
  • Completing job works scopes and creating detailed work orders for the Field Service team.
  • Development of documentation; Knowledgebase, guides, bulleting and instructions.
  • Maintaining rotation for shift and weekend/Holiday work with Line manager and other CS helpdesk staff.
  • Timely and accurate escalations to seniors or line managers within TS, PM or R&D teams.
  • Working with all teams and staff to assist where resources are needed.
  • Be self-sufficient when unable to contact coordination or line manager.
  • Maintain a professional appearance and attitude at all time, representing the company well and maintaining a good reputation.
  • Ensuring the security of any company property, building and contents.
  • Diagnosis and repair of systems that return to the Pompano Facility for RMA, including spare part ordering and inventory replenishment.
Qualifications
  • Excellent problem solving skills
  • Excellent customer service skills.
  • Able to work in high pressure/time sensitive environments.
  • Able to mentor and train others.
  • Industry Certifications (Electronics, IT, Satellite, RF, Engineering).
  • 4 years’ plus previous experience in Marine electronics, Satellite or communications.
  • Project management or project delivery experience.
  • Ability to communicate effectively in person and using email or telephone.
  • Strong written and verbal skills.
  • Physically able to lift/carry at least 50lbs
  • Comfortable working in industrial environment.
  • Good personal safety awareness and Hazard avoidance.
  • Strong Organizational skills.
  • Great team player and positive attitude.
  • Ability to adapt to urgent situations and good at working under a timeline pressure.
  • Excellent computer skills, including Word, Excel, Outlook, Google Suite, CRM, remote support software, ticketing/case management software
How to Apply

Please send your resume with a cover letter to recruitment@intelliantech.com