Monitoring & Dispatch Representative

Viasat, Inc. • Remote (excluding ND, VT, or RI), UNAVAILABLE

7h • Onsite

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.

Requirements

• Great communication skills showing you to be outgoing, friendly, kind and warm in demeanor; a “people person”.
• 4+ years of experience in customer facing support role.
• Working familiarity with personal computer and mobile device networking.
• Possess general to intermediate knowledge of TC/IP network management and fix network issues.
• 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 24x7 Call Center environment.
• Should be prepared to attend daily training sessions held Monday thru Friday 8am – 5pm for up to (4) weeks.
• Able to multi-task.
• High School Diploma or GED required.
• Must currently be a Front-Line Care Representative within the TX Care Call Center to apply.

Nice To Haves

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

Responsibilities

• Acts as a Tier 2 contact for front-line Tier 1 support agents.
• Provide phone and email assistance to location staff and field technicians needing help with our deployed Wi-Fi and wired networks.
• Checking the network status and its hardware components.
• Ensuring network settings are accurate and responding to technical inquiries about the service or user accounts.
• Monitoring the operational condition of the deployed networks and quickly taking corrective action when network failures are seen.
• Provide technical support to location staff and technicians working with our Wi-Fi and wired services.
• Perform remote fixes using Viasat provided diagnostic tools.
• Proactively monitor system health of deployed network equipment, investigating potential issues.
• Solve issues associated with networks that impact end-user connectivity.
• As part of fixing issues, 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.

Benefits

• Industry-leading benefits
• Location amenities
• Unmatched opportunities for career growth
• Range of medical, financial, and/or other benefits
• Comprehensive benefit offerings that are focused on your holistic health and wellness

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED