Technical Support

Customer Service Technician 1

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 1

Job Type

Full Time

Prime Purpose

The Customer Service Technician is responsible for supporting all Intellian products via Phone, Email, Web chat, Remote Management Tool 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-2nd 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 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.

Once trained a key part of the role will be to keep updated the knowledge base articles, internal technical bulletin writing and the 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.
  • Mid-Level RF skillset; RF Bands, Satellite theory.
  • Mid and Low Level conceptual understanding of DC Electrical/Electronic Systems and Mechanical concepts.
  • Basic 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 them.
  • 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.
  • Timely and accurate escalations to CS Helpdesk tech Level 2, TS Level 3-4 or line manager(s).
    Working with all teams and staff to assist where resources are needed.
  • Diagnosis and repair of systems that return to the Pompano Facility for RMA, including spare part ordering and inventory replenishment.
  • 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.
Qualifications
  • Excellent problem solving skills
  • Excellent customer service skills
  • Industry Certifications (Electronics, IT, Satellite, RF, Engineering)
  • 2-5 years’ previous experience in a technical role
  • Understanding and/or experience of maritime industry (Marcoms)
  • 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 timeline pressure
  • Good computer skills, including Word, Excel, Outlook and Google Docs; Generally technology savvy
How to Apply

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