Customer Support Technician

This is a Technical Customer Support role, helping customers diagnose, troubleshoot and resolve technical issues with network connectivity, cellular IoT devices and satellite hardware. This is not a standard ‘password reset’ helpdesk role; you will actively dig into complex hardware, firmware, and network configurations to deliver excellent customer experiences.

The Role

Some key responsibilities are as follows:

• Troubleshooting & Resolution
• Issue Diagnosis – Investigate and resolve incoming support queries relating to hardware malfunctions, firmware updates and network routing issues.
• Connectivity Management – Assist customers with activating, configuring and troubleshooting satellite and cellular SIM cards and data plans.
• Testing & Replication – Replicate reported hardware or software issues in the test lab to identify bugs or configuration errors.

• Customer Experience
• SLA compliance – Manage the ticket queue effectively to provide first class response times
• Clear Communication – Translate complex technical concepts into clear, easy to understand instructions for customers
• Continuous Improvement
• Documentation - Contribute to the internal knowledgebase and help to write clear, concise technical guides

The Ideal Candidate

You will be:

• Customer Obsessed – you take price in helping others and won’t rest until a customer’s issue is fully resolved.
• Curious & Eager to learn – Satellite and IoT tech changes fast, you are excited to constantly learn about new hardware and systems.
• A Team Player – This is a great team. You will work with you peer technician and Head of Customer support to be a brilliant team.

Additional Information

The environment is down to earth, relaxed but professional where everyone loves coming to work and wants to do their best.

Thank you for making an application. We will shortlist quickly and if you are successful in reaching next stage we will contact you within 3 days of application.If you have not heard from us within 3 days unfortunately you have not been successful on this occasion.