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Technical Support

TS Support Desk

Date
27 January 2023
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

TS Support Desk

Job Type

Non-Exempt

Job Description

The primary focus of the role is to support Intellian products and customers with operations and configuration of all Intellian products via telephone and email. Good communication skills are essential for liaising with our customers. Customer relations are also important as a considerable part of the role will be to work closely with our dealers and partners, specifically in regards to supporting their customer needs and the use of our entire product range. A good understanding of reports is important to maintain data within our systems, as well as document handling on google drive or Microsoft office suite and utilizing online shipping portals. Strong analytical and diagnostic skills are necessary for troubleshooting and resolving issues, which may arise with our product.

Responsibilities

Customer Support

  • Answer phone calls and emails to support our customer base.
  • Assisting with local market dealer technical inquiries
  • Assisting other departments to help facilitate sales, such as but not limited to; product demonstrations, product recommendations, document or knowledge base creation, and onsite training.
  • Understand the operation of all Intellian products and be able to troubleshoot and fix them.
  • Maintain a high standard of workmanship
  • Adhere to all safety regulations, perform a risk assessment, and maintain required PPE.
  • Work individually without support if in a remote location.
  • Work with teams of internal staff, subcontractors, dealers, and customers.
  • Be self-sufficient when unable to contact coordination or line manager.
  • Report daily to the coordination team and line manager.
  • Maintain a professional appearance and attitude at all times, representing the company well and maintaining a good reputation.
  • Limit failed or returns and maintain a high success rate.

Administration & Clerical

  • Ensuring all approvals are obtained before taking any item(s) from stock.
  • Inputting information and ensuring information is correct in Salesforce.
  • Develop and maintain documentation.

General

  • Working with all teams and staff to assist where resources are needed.
  • Maintain a good working relationship with colleagues.
  • Mid-level IT Network troubleshooting skills. To include a basic understanding of infrastructure and network topology.
  • Mid and Low-Level conceptual understanding of DC Electrical/Electronic Systems and Mechanical concepts.
  • Basic understanding of Multimeter, Spectrum Analyzer, and Oscilloscope
  • Maintaining a clean, tidy and safe working environment.
  • Ensuring the security of any company property, building, and contents
  • Knowledge of security and/or CCTV Installation, Network Infrastructure installers, Audio/Video (AV) installers, Network Infrastructure installers, and HVAC installers.
Qualifications
  • Ability to communicate effectively in person and using email or telephone.
  • Strong written and verbal skills
  • Maintain a professional appearance at all times.
  • 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 timeline pressure.
  • Good computer skills, including Word, Excel, Outlook, and Google Docs. Generally, Technology savvy.

Hours & Place of Work:

  • Travel up to 10% domestically and overseas.
  • FL office operational hours are 08:00-17:00 Eastern.
  • Place of work: Pompano Beach office or remote.
  • Some flexibility may be required with respect to out-of-office hours, weekends, or holiday work.
How to Apply

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