Network Innovations: Career Posting

Customer Support Analyst

Job purpose

The Customer Support Analyst quickly and efficiently resolves customer issues and requests for support, via phone, email, and the CRM ticketing system. The analyst troubleshoots a variety of satellite and ground-based IP and telephony networks, maintains a proactive approach towards problem solving, performs daily QC checks of system software, and validates and tests system configurations.

Duties & Responsibilities

  • Perform active first level troubleshooting with customers and satellite network operators of all supported systems.
  • Perform active first level troubleshooting with customers and satellite network operators of all supported systems.
  • Proactively monitor the health of core and customer networks using existing NMS systems to detect when systems or customer sites experience faults.
  • Identify trends, address unreported outages, and follow established processes for responding to alarms.
  • Perform remote terminal commissioning during service installation.
  • Assist customers in operating the services obtained from Network Innovations (NI) including:
    • Proper use of the device and network (e.g. dialing patterns, IP connection).
    • Proper setup for the device and network.
    • Other activities that use the service.
  • Evaluation and inspection of products:
    • Pre-testing and configuration prior to shipping to customers.
    • Quality Assurance (QA) of products that have been repaired.
  • Perform support roles as assigned in established business processes that accomplish the following tasks:
    • Monitor and process phone calls distributed by the automated distribution system.
    • Monitor and process requests submitted to the trouble ticket system.
    • Update the ticket system as progress is accomplished on troubles.
    • Manage incident resolution within the shift, reassigning tickets or calls to other technicians as appropriate.
    • Ensure escalation and notification procedures and processes are followed via NI standards.
  • Other duties as assigned.

Personal Characteristics

  • Problem solving, strategic thinking, confidential and ethical, results driven, customer focus, and a team player
  • Ability to multitask and prioritize in a fast-paced environment
  • Fluent English is required. A second language is beneficial.
  • Communicate effectively, efficiently and professionally with customers by phone, email and the ticketing system.
  • Communicate effectively, efficiently and professionally with Service Providers (SPs) and vendors to accomplish:
    • Successful completion of reported technical troubles
    • Regular follow up on open issues
  • Communicate effectively, efficiently and professionally with NI staff to:
    • Follow established business processes
    • Continuously develop and improve business processes
    • Give other departments the best chance at being successful in their duties

Qualifications

  • A relevant technical or business degree; any incumbent must be committed to self- development including lifelong learning, regardless of their formal education. Applicable knowledge and experience will suffice in lieu of degree.
  • At least 3 years of progressive experience in the VSAT Telecommunications industry required.  5+ years preferred.
  • iDirect/SCPC/CNC Satellite experience.
  • Newtec MDM Satellite Modem experience.
  • Experience with remote communications (VSAT, microwave), voice and video solutions preferred.
  • Experience with Two-Way radio and PTT Technologies.
  • Strong working knowledge of networking services including routing, switching, wireless technologies, and security.
  • Experience in multi-national operations.
  • Offshore oil and gas support experience is a plus.
  • Ability to multitask in a fast-paced environment.
  • Must be extremely customer and quality focused.
  • Professional written and verbal communication.
  • Must possess a valid U.S. driver's license and maintain a "clean" driving record.
  • A willingness to embrace and live the core values of Network Innovations. 

Working Conditions

This position requires shift work and/or on-call rotations in order to meet 24/7 customer support availability requirements. The selected candidate must be willing to work nights and weekends directly and/or be on-call to meet the 24/7 needs of our customers.   The position operates in a professional office environment and uses standard office equipment and software. 

Physical requirements

  • Sitting and using a computer for extended periods of time. Ability to lift 50 lbs.

Details

  • Job titleCustomer Support Analyst
  • LocationHouston, TX
  • SupervisorDirector, Customer Service
  • Direct reportsN/A

 

About Network Innovations

Keeping people connected anywhere on the planet is more than just our expertise – it’s our mission. Network Innovations is a technology and systems integrator that provides secure and seamless global communications solutions. Our customers conduct some of the most important work on the planet, whether it’s helping a remote island rise again after a hurricane, defending a country's borders, preventing a catastrophic power grid failure… you get the deal. What this means for our team is that we come to work each day knowing that it matters. We’re forward thinkers and problem solvers who thrive on challenges. Determination, integrity, humility, and respect are at our core. If you’re looking to grow with an organization that values collaboration, diversity, and learning, you’re in the right place.

Network Innovations is committed to fostering a diverse and inclusive work environment. We live our core values and look to them to drive business results and help our customers conduct some of the most important work on the planet. We believe a diverse global workforce allows us to create customer intimacy and sustained profitability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, marital status, family status, disability, genetic characteristics. Whether you are starting your career or have decades of experience, we welcome you to join our mission to connect our world securely and seamlessly.

Accommodations during the application process are available upon request. While we appreciate all applicant submissions, only those considered to be most qualified will be contacted for further assessment.

Disclaimer Statement: This job description lists the essential functions of the position and is not intended to include every job duty and responsibility specific to a position. An employee may be required to perform other related duties not listed above provided that such duties are characteristic of that classification.