Specialist, Global Customer Operations

ROLE DESCRIPTION SUMMARY

The Global Customer Operations (GCO) Specialist role is in a 24x7x365 office environment. This individual will be working in an operations environment taking inbound calls and requests from SES customers requesting to access SES satellites as well as requests to peak and pol customer antennas.  This work requires specific knowledge of radio frequency (RF) technology and SES's satellite network in order to provide the needed level of service to our customers.  A qualified candidate will have had prior experience completing satellite antenna and isolation testing and accesses with customers.

This team member will manage and maintain incoming customer requests and work closely with internal teams to ensure customer needs and external service levels are met. The GCO Specialist’s role is focused on supporting the Intelsat customer base. This role also requires a candidate with written and verbal fluency in English.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Support customer calls and requests in English
• Able to successfully learn and navigate Web based applications and tools for use in managing customer accounts. This will include Peak and Poles OU Accesses and services for customers within established service level norms; which includes verification of network connectivity and confirmation of network interference.
• Stay up to date on new technology, tools and applications that are used to provide the assistance needed for customer requests
• Must exhibit sense of urgency to complete customer requests in a timely manner and engage internal support teams to take over troubleshooting in the event of a customer impacting issue
• Ensure compliance with Intelsat standards practices and processes
• Incorporate and leverage industry best practices while maintaining alignment with Intelsat goals and capabilities
• Must be able to maintain customer privacy in compliance with all applicable laws
• Able to successfully navigate and use Microsoft Office Suite products
• Manage positive relationships with customers to ensure customer retention
• Excellent written and oral communication skills
• Must be able to meet set expectations for call center metrics and customer turnaround times
• Escalate customer reported technical service issues or requests to the appropriate NOC vertical team
• Maintain accurate information and data in appropriate systems by tracking and capturing information and data
• Ability to operate in a team environment cross functionally where employees constantly provide support to each other
• Flexible and adaptive to change

COMPETENCIES

• Customer communications – serves as the primary liaison for SES customers for antenna testing and satellite accesses, ensuring clear, professional, and proactive communications
• Technical acumen – Demonstrates strong understanding of RF technology, satellite communications, network operations tools, and troubleshooting ability
• Team collaboration – Works closely with multiple NOC technical verticals, vendors and customers to coordinate support efforts

QUALIFICATIONS & EXPERIENCE

• High School Diploma or GED required
• 2 – 5 years of satellite communications experience including an understanding of RF technology
• 1 - 2 years proven customer service including relevant experience or equivalent education experience
• High aptitude for Networking and troubleshooting
• Demonstrated ability to organize and manage multiple priorities
• Possess problem analysis and problem resolution skills

OTHER KEY REQUIREMENTS / COMMENTS

• Must be available to work rotating shifts
• Must be able to work in 24/7/365 environment – includes weekends and holidays – Hybrid Mode
• Experience working with Network Operation Centers is a plus but not required
• Positive attitude with an outgoing disposition