Customer Support Advisor

Job Title: Customer Support Advisor

Location: Redruth, Cornwall

Pay Range/details: Competitive

Contract Type: Permanent full time.

Omega has an exciting opportunity with our amazing client for a customer support advisor position. They create industry leading satellite communications and IT management solutions with innovation and customer service at their core, backed by over 50 years of experience in the government and maritime mobility markets.

Key Responsibilities – Customer Support Advisor

• To respond to customer enquiries and to reply quickly and efficiently ensuring that customer expectations are met and, for key customers, that SLAs are met specifically regarding response and resolution times
• To ensure each call/email is logged and that Freshdesk and Cruise IP Databases are always maintained, so clarity is ensured for other team members, chasing cases and escalating issues to other departments/on call engineers where necessary (and in consultation with Shift Supervisor) and following each issue to conclusion.
• To provide 1st/2nd line support for GCSC activity ensuring continuity between shifts (day and opposite night shift) and seamless handover of tasks outstanding
• To assist with monthly customer surveys to ensure that NSSL Global service levels are met.
• To process sales orders for prepaid airtime cards for agreed customers
• To manage inbound calls as required by the Shift Supervisor
• To assist in the development of systems to deliver front line support for the company’s customer handling and customer care programmes and make recommendations for improvements
• To proactively monitor the GCSC associated infrastructure, investigate alarms, issue outage reports, act on high usage alerts and resolve all service issues. Whether network or remote customer related
• Manage cases through to resolution, with the assistance of the Technical Support Supervisor, escalating to both internal and external resolver groups
• To actively pursue technical training and to continually update technical expertise. Training on products are services, sharing this knowledge with shift colleagues.
• To make recommendations to improve development of systems and processes to the benefit of the customer and company
• Any other appropriate tasks as delegated by management

Qualifications & Requirements –Customer Service Advisor

• Customer facing experience
• Be computer literate
• Confident and clear telephone manner
• Possess a keen commercial awareness with ability to work on own initiative and unsupervised
• Ability and willingness to continuously learn and support new systems and services

Desirable

• Inmarsat and/or VSAT operational, service or technical experience
• In depth technical knowledge of at least some of the following customer equipment or systems:

v  Inmarsat Satellite Maritime Customer equipment including T&T

v  Sailor, JRC systems and Intellian FX

v  Cobham Seatel, T&T and Intellian VSAT equipment

v  Inmarsat Land Mobile systems including Nera & T&T (BGans)

v  Iridium Certus, Thuraya

v  Inmarsat/Iridium/Thuraya activation systems

v  3G/4G Wireless LTE

v  Smart@sea

• Knowledge of customer IT networks/systems eg IP address ranges Cisco and HP Switches ideally a qualification within this field
• Network Operations experience

What we can offer – Customer Support Advisor

• Annual Bonus
• Private Healthcare
• Competitive Salary
• Company Pension
• Company Sick Pay
• Free on-site parking
• Free on-site Gym
• 25 days holiday per year, plus Bank Holidays
• Following probation period most roles are eligible for hybrid working

For more information on this role, please contact Imogen Collins on (phone number removed) or send a copy of your CV to (url removed)

Omega Resource Group is an employment agency specialising in opportunities at all levels within the Engineering, Aerospace, Automotive, Electronics, Defence, Scientific, Oil & Gas, Construction and Manufacturing sectors. 

Candidates who are currently a Customer Service Advisor, Customer Service executive, Office assistant, Administration support and Customer support

For details of other opportunities available within your chosen field please visit our website (url removed)

Omega is an employment business specialising in opportunities at all levels within the Engineering, Manufacturing, Aerospace, Automotive, Electronics, Defence, Scientific, Energy & Renewables and Tech sectors.