Job Description
About us
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.
What you’ll do
Our Customer Operations team is an essential element in delivering goods and services to Viasat’s customers across more than 60 countries worldwide. We directly engage with our customers and internal stakeholders to deliver a best-in-class customer experience. Our close collaboration with cross-functional teams ensures customer orders move smoothly through the fulfilment cycle. Customer advocacy, teamwork, responsiveness, and analytical approaches are attributes that make our team successful.
The day-to-day
- Alerting leadership and our engineers of account or system issues
- Work closely with government programs and ensure we remain in compliance. This includes but not limited to the ability to pull reporting, cross check files for accuracy
- Addresses complaints with the goal of increasing satisfaction, retaining customers, anticipating future problems and proactively addressing them to build customer loyalty
- Technical proficiency and a willingness to own complex issues through to resolution
- Provide tier 2 installer and voice troubleshooting support and support field installer programs
- Present offers within guidelines and appropriate to customer situation
- Focus on First Contact Resolution
- Comfortable with handling emotionally charged customers
- Research historical account details for legal/office of the president/ agency complaints includes but not limited to call review and working with our legal team
- Experience with new project and product launches/testing/deployments
- Communicate effectively across departments and members of leadership and may include outside vendors
- Provide recommendations on product/customer experience/process improvement
- Ability to sell the value of satellite services
- Fulfill needs of existing customers that are at risk of cancelling service
What you’ll need
- 2+ years prior customer service experience
- Proven experience providing excellent customer service in a complex environment
- Good communication skills, able to talk to customers at varying technical levels
- Ability to quickly learn and retain knowledge in a customer service environment
- Proficiency in MS Office applications (Word, Excel, Powerpoint)
- Experience leading others through remote troubleshooting
- Proven reliability to work both standard and non-standard shifts that may include Saturday and Sunday
- High school diploma or GED
What will help you on the job
- 2+ years technical customer service experience
- 2+ years satellite / broadband industry experience
- Prior knowledge in ticketing system environment
Salary range
$20.19 – $31.97 / hourly. For specific work locations within San Jose, the San Francisco Bay area and New York City metropolitan area, the base pay range for this role is $25.24 – $37.74/ hourly