-
Job Description
Provide immediate response/support on incoming calls for assistance from global customers and field teams related to on-board service offerings, wireless communications and associated hardware and software.
Case Management
- Manage incoming cases related to on-board services, communication systems and associated equipment and software.
- Deliver recommendations to customers.
- Review case execution feedback and determine success.
- Escalate problems to appropriate personnel.
Productivity and Automation
- Identify non value added work/tasks.
- Help identify and support opportunities for simplification and automation of service processes.
- Work with IT and engineering to identify options for overall service improvement to include but not limited to automation, end-user self-service and process improvement.
Tracking & Metrics
- Identify inaccurate recommendations and poor feedback.
- Analyze operations data to identify and drive opportunities to reduce age of delivered recommendations and improve overall execution, timeliness, feedback and accuracy.
- Maintain customer satisfaction, mean-time to repair and accuracy metrics.
Reporting
- Generate reports related to communication systems, including billing information
- Generate reports related to IT system performance.
Qualifications
- Excellent Communication Skills (verbal and written English)
- General Purchasing System Skills
- Proficient with Microsoft Office (Excel, Word, Access, PowerPoint, Outlook)
- Customer Service
Hardware/Software Proficiency:
- Microsoft Office Suite
- Other proprietary software & systems
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor.
