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Operations Analyst, Level 2 Customer Support

Requisition Number:  12100
Contract Type:  Permanent
Location(s): 

Bristow, VA, US

Role Description Summary

As the Operations Analyst, you will be responsible for taking ownership in resolving long-term and highly visible Customer Service incidents. You will coordinate with commercial, development and technology teams to ensure delivery of best in class customer service. In this role, you will perform upgrades of day to day Operations’ software needed by all Level 2 to maintain operational efficiency.  In addition, you are expected to support the development of operational and system requirements by liaising with multiple departments within SES.

 

The Analyst will also support other projects and activities affecting all areas of operations in order to provide best in class systems and services for SES’ operational teams.

Extended Job Description:

 Responsibilities / Key Result Areas

  • Coordinate PMOC’s efforts in supporting advanced CSD activities, such as HTS operational development and furthering the integration of SatID, Satguard, Sentinel, and other emerging systems into operations
  • Update monitoring plans after re-configs etc, run ESG cals etc
  • Track and resolve complex technical and operational issues affecting customer transmissions on the SES satellite network including GSM, radar, sweepers, rebroadcast etc…
  • Maintain the highest level of operational and technical knowledge of the communications monitoring systems in order to act as a systems expert in supporting 24/7 operations
  • Ensure that operational tools used by the operations centers are appropriate and effective for their tasks
  • Participate in internal and external customer meetings, and conference calls, to develop strong relationships with key internal, external and industry stake holders.
  • Respond to escalations from Operations teams on any topic affecting customer services
  • Provide support to Operations teams on any escalated issue affecting customer services

 

Competencies

  • Strong aptitude for a systems approach to problem solving, and good analytical skills
  • Innovative mind-set and creative approach
  • Ability to communicate well with others, in writing and verbally
  • Strong customer focus; demonstrate excellent customer service and interpersonal skills
  • Ability to lead, motivate, and influence others
  • Possess the ability to make timely, informed decisions that consider the facts, goals, and constraints
  • Must be able to support customer training and support of sales when needed
  • Self-motivation; attention to detail and accuracy
  • Thorough knowledge of the HTS satellites
  • Ability to work independently and in a team environment

 

Qualification & Experience

  • Must be willing to work in a 24/7 environment, on-call rotation
  • High level of knowledge of the following tools: CSM, Satguard and SatID
  • Minimum of 8 years working experience in technical customer support and service/system management
  • Advanced knowledge of Carrier Monitoring and Geolocation systems, RF interference mitigation techniques
  • An electrical/telecommunications (BS/MS) degree, or equivalent qualifications and experience
  • Strong proficiency in software tools and applications, such as Word, Excel, and PowerPoint.


Nearest Major Market: Washington DC

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