Customer Support Specialist

Your role in helping us shape the future:

Customer Support Specialist role is in a 24x7x365 office environment. This individual will be working in a call center environment, taking inbound calls. This team member will manage and maintain incoming customers requests and work closely with internal teams to ensure customer needs and external service levels are met. The Support Specialist’s role is focused on supporting the Intelsat customer base.

Team members in this role must possess the ability to work in a fast-paced high demand environment. Our team members value being challenged, are encouraged to express and implement their ideas, and have the flexibility to enjoy work life balance.

Are you up to the challenge?

• 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.
• 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.
• Manage positive relationships with customers to ensure customer retention.
• Excellent written and oral communication skills.
• Handle and resolve customer support calls and/or emails to achieve first contact resolution, whenever possible. Create proactive communication to customers on the behalf of Intelsat.
• Work closely with internal teams to provide quick resolution to issues beyond first contact resolution. Ensure periodic updates are provided to the customers.
• Must be able to meet set expectations for call center metrics and customer turnaround times.
• Triage and troubleshoot customer reported technical service issues or requests
• Must exhibit sense of urgency to resolve customer issues as early as possible or engage internal support teams to take over troubleshooting and event handling.
• 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.

(At least 10% of the time)

• Support customers by performing Service Activations and De-Activations not related to satellite transitions

• Ability to learn and apply new information quickly while interpreting and offering appropriate solutions to customers.

Can you drive these processes?

• Meet or exceed expectations in gathering and implementing reporting or tool requirements
• Must be available to work rotating shifts.
• Support network operations center, network engineering, and sales teams by reduced reducing customer response time and minimizing impact to customers.

You should definitely have:

• High School Diploma or GED required

• One to two years proven customer service including relevant experience or equivalent education experience

• Demonstrated ability to organize and manage multiple priorities

• High aptitude for Networking and troubleshooting

• Possess problem analysis and problem resolution skills

• Must have strong written and verbal communication

• Experience working with Network Operation Centers is a plus but not required

• Must be able to work in 24/7/365 environment – includes weekends and holidays

• Must have experience working in a bilingual environment with written/verbal skills in Spanish and Portuguese as the primary language and English as the second language

It would be nice if you had:

• Positive and cheerful attitude with a lively and outgoing disposition

What it’s like to work with us:

Intelsat is connecting the world and transforming the satellite landscape by reaching beyond the traditional satellite industry. We are defining new products that will open new, profitable markets. To help us reach this goal, you should be a bold thinker who will perform a key role in shaping Intelsat innovation for years to come.

• We emphasize personal and professional growth
• Awesome benefits including PTO, medical, tuition reimbursement, and training
• Fun, diverse, and inclusive culture

Other Job Info:

• These statements are intended to describe the general nature and level of work being performed by employees assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.

• Job requires ability to sit for long periods of time

• These statements are intended to describe the general nature and level of work being performed by employees assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.
• Company description: Intelsat is the largest provider of fixed satellite services worldwide. We enable providers of media, telecom and government services to deliver information and entertainment to people at home, in the office or on the move. On a day-to-day basis, Intelsat supplies video, data and voice connectivity in approximately 200 countries and territories for approximately 1,800 customers, many of which Intelsat has had relationships with for over 30 years. Some of the world’s leading media and communications companies, multinational corporations, Internet service providers and government/military organizations hallmark Intelsat’s customer base. Customers access capacity through extensive service offerings, which include transponder services, hybrid managed services combining satellite capacity and terrestrial facilities, and channel services.