Main Purpose of Job
To provide specialist support for military applications, land and sea based.
To be a pro-active member of the Global Customer Support Centre (GCSC) delivering 1st and 2nd line technical support on product, service and billing enquiries primarily for the Royal Navy but to also include both maritime and land based commercial customers.
To provide 1st /2nd line network operations support including monitoring of our client's VSAT Networks and its BGan POP, assisting with line up and service issues and ensuring that problems are resolved quickly whether overall network or remote customer related.
Working within a team with a clear growth path and development strategy that
encourages internal growth.
Key Tasks
To liaise with the internal MoD projects and engineering teams
To monitor and respond accordingly to the MoD Escalations email inbox
To respond to customer enquiries and to reply quickly and efficiently ensuring that customer expectations are met and, for key customers, that SLA's are met specifically in regard to response and resolution times
To ensure each call/email is logged and that Microsoft CRM or Freshdesk are maintained at all times, so clarity is ensured for other team members, chasing cases and escalating issues to other departments or the on call engineers where necessary (and in consultation with Shift Supervisor) and following each issue to conclusion.
To provide 1st/2nd line support for GCSC activity en...