Technical Support Representative - Temporary
About The Position
One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team. Our College Station, TX location is growing and looking for hard-working and innovative professionals to join our team and connect the world. 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. This position is to work in a 24x7 call center. Therefore, it is imperative that candidates are up front in the interview process regarding any schedule restrictions that might keep them from working any day of the week, or time of day. NOTE: Schedules are based on the needs of the business, and with acceptance of this role, the candidate agrees to that awareness. This contract position comes with development opportunities which may lead to transitioning to a permanent role based on performance.
Requirements
- Great communication skills showing you to be outgoing, friendly, kind and warm in demeanor; a “people person”.
- General knowledge of personal computer networking.
- Works effectively with other team members to provide exceptional support for both internal and external customers.
- Great analytical, problem-solving, and conceptual skills.
- Excellent time management.
- High School Diploma or GED.
- Excellent written and verbal communication skills.
- Must be willing to work shift schedules found in a 24x7 Call Center environment
- Must be willing to attend daily training sessions held Monday thru Friday 8am – 5pm for up to (4) weeks
- Must be able to multi-task
- Proficient in typing (Min. 35 WPM)
- Must have a reliable hardwire (Ethernet) internet connection.
Nice To Haves
- Prior experience setting up or managing a wireless network in a home or office environment.
Responsibilities
- Provide support to location staff and end-users who are attempting to use our public Wi-Fi, VoIP or TV services at numerous locations throughout the world ranging from US military bases to hotels and banks.
- Assist end-users with troubleshooting connectivity related issues through the use of a variety of online diagnostic tools.
- Monitor deployed networks and escalate as needed for dispatch when remote troubleshooting indicates a network issue has developed which impacts multiple end-users.
- Assist end-users with general questions that range from rate plan differences to service availability to potential contract requirements.
- Provide billing and account related support to end-users.
- Billing inquiry related support can include but is not limited to examining invoices, escalating credit and refund requests, updating recurring payment methods, or assisting end-users with unsuspending accounts.
- Account related support can include but is not limited to updating contact information, assisting with Self-Care guidance, transitioning account plans, reviewing current and historical usage, helping cancel subscriptions or closing accounts.
- Document key aspects of each end-user interaction within our Case Management solution.
- Deliver end-user email support along with monitoring voicemail inbox and responding to inquiries.
- Perform other project related tasks as requested by your supervisor.
Benefits
- industry-leading benefits
- location amenities
- unmatched opportunities for career growth
- comprehensive benefit offerings that are focused on your holistic health and wellness
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
