Monitoring & Dispatch Agent

Viasat, Inc.

4d•$22 - $35

About The Position

Our College Station, TX location is growing rapidly and looking for passionate, innovative professionals to join our team and connect the world to more! You’ll work in a collaborative and inclusive environment that values diverse perspectives and continuous learning and provides industry-leading benefits and location amenities with unmatched opportunities for career growth. Our team is fearless in the pursuit of new ideas and uncompromising in our quest to become the world’s first truly global Internet Service Provider. Interested in joining our mission? Take a look at career opportunities at Viasat today. The Monitoring & Dispatch Representative position involves serving as a Tier 2 escalation contact for front-line Tier 1 support agents, providing phone and email support to location staff and field technicians needing assistance with our deployed Wi-Fi and wired networks. This often involves verifying the status of the network and various hardware components of the network, confirming a variety of settings on the network are configured correctly and answering technical questions regarding the service or user accounts. A key responsibility of this position is monitoring the health of deployed networks and quickly taking corrective action when network failures occur.

Requirements

Great communication skills showing you to be outgoing, friendly, kind, and warm in demeanor; a “people person”.
1 to 2 years’ experience in a customer-facing support role.
Intermediate knowledge of personal computers and mobile device networking.
Possess general to intermediate knowledge of TC/IP network management and troubleshooting
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 24/7 call center environment
Must be willing to attend daily training sessions held Monday through Friday, 8 am – 5 pm, for up to (4) weeks
Able to multitask.
High School Diploma or GED
US Citizenship required.
Must currently be a Front-Line Care Representative within the TX Care Call Center.

Nice To Haves

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

Responsibilities

Provide technical support to location staff and technicians working with our Wi-Fi and wired services
Perform remote troubleshooting using Viasat-provided diagnostic tools.
Proactively monitor the system health of deployed network equipment, investigating potential issues
Troubleshoot issues associated with networks that impact end-user connectivity
As part of troubleshooting, determine whether a field dispatch is required, scheduling dispatches (as needed) and driving expeditious problem resolution.
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.