[Hiring] Technical Support Representative @Viasat, Inc.

Role Description

The position of Trusted Connections Front Line Care Agent consists of providing support to our customers who utilize our public Wi-Fi, VoIP and TV services throughout the world. This support encompasses billing and account related inquiries in addition to assisting users with technical troubleshooting.

• Provide support to location staff and end-users who are attempting to use our public Wi-Fi, VoIP or TV services at numerous locations throughout the world ranging from US military bases to hotels and banks.
• Assist end-users with troubleshooting connectivity related issues through the use of a variety of online diagnostic tools.
• Monitor deployed networks and escalate as needed for dispatch when remote troubleshooting indicates a network issue has developed which impacts multiple end-users.
• Assist end-users with general questions that range from rate plan differences to service availability to potential contract requirements.
• Provide billing and account related support to end-users.
• Billing inquiry related support can include but is not limited to examining invoices, escalating credit and refund requests, updating recurring payment methods, or assisting end-users with unsuspending accounts.
• Account related support can include but is not limited to updating contact information, assisting with Self-Care guidance, transitioning account plans, reviewing current and historical usage, helping cancel subscriptions or closing accounts.
• Document key aspects of each end-user interaction within our Case Management solution.
• Deliver end-user email support along with monitoring voicemail inbox and responding to inquiries.
• Perform other project related tasks as requested by your supervisor.

Qualifications

• Great communication skills showing you to be outgoing, friendly, kind and warm in demeanor; a “people person”.
• General knowledge of personal computer networking.
• Works effectively with other team members to provide exceptional support for both internal and external customers.
• Great analytical, problem-solving, and conceptual skills.
• Excellent time management.
• High School Diploma or GED.
• Excellent written and verbal communication skills.
• Must be willing to work shift schedules found in a 24x7 Call Center environment.
• Must be willing to attend daily training sessions held Monday thru Friday 8am – 5pm for up to (4) weeks.
• Must be able to multi-task.
• Proficient in typing (Min. 35 WPM).
• Must have a reliable hardwire (Ethernet) internet connection.

Requirements

• Prior experience setting up or managing a wireless network in a home or office environment.

Salary Range

$15.14 - $24.04 / 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 $18.75 - $28.37/ hourly.

At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. Base pay may vary depending on job-related knowledge, skills, and experience. Additional cash or stock incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered.

EEO Statement

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic.

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