Global Customer Support Specialist

This team member will manage and maintain incoming customer requests and work closely with internal teams to ensure customer needs and external service levels are met. The GCO Specialist's role is focused on supporting the Intelsat customer base. This role also requires a candidate with written and verbal fluency in English.
What you will do

• Support customer calls and requests in English
• 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.
• Stay up to date on new technology, tools and applications that are used to provide the assistance needed for customer requests
• Must exhibit sense of urgency to complete customer requests in a timely manner and engage internal support teams to take over troubleshooting in the event of a customer impacting issue
• 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
• Manage positive relationships with customers to ensure customer retention
• Excellent written and oral communication skills
• Must be able to meet set expectations for call center metrics and customer turnaround times
• Escalate customer reported technical service issues or requests to the appropriate NOC vertical team
• 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

Your required experience/skills

• High School Diploma or GED required
• 1-2 years of satellite communications experience including an understanding of RF technology
• 1 - 2 years proven customer service including relevant experience or equivalent education experience
• High aptitude for Networking and troubleshooting
• Demonstrated ability to organize and manage multiple priorities
• Possess problem analysis and problem resolution skills

Your success in this role will look like:

• 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
• Must have strong written and verbal communication
• Must be able to work in 24/7/365 environment - includes weekends and holidays

It would be nice if you had:

• Experience working with Network Operation Centers is a plus but not required
• Positive attitude with an outgoing disposition

How we support you:

• Hybrid work environment offering up to two days per week work from home (for eligible positions)
• Development opportunities supporting professional growth championed by our dedicated Learning & Development team. 20-25% of our positions are hired internally!
• Ways to get involved: satellite launch parties, company connect events, charitable activities, team social events, recognition programs, and employee resource groups.
• Wide range of benefits and perks to help you stay healthy, happy, and productive. These include paid leave programs, medical, tuition reimbursement, and retirement benefits, employee wellness offerings, and more!

These benefits are designed to support your overall well-being and help you succeed in your role.
Our D&I Commitment
We're committed to fostering a culture and environment of diversity, inclusion and respect - a place where everyone can show up fully as themselves and do their best work every day. We're a technology leader committed to advancing diverse, inclusive teams - where belonging is rooted in our culture. Intelsat has an established Diversity & Inclusion Council and Employee Resource Groups. Intelsat is an equal opportunity employer and does not discriminate based upon race, color, religion, sex, national origin, ethnicity, age, disability, pregnancy, veteran status, sexual orientation, gender identity or any other characteristic protected by applicable law .
While it is important to note that meeting the minimum qualifications is a fundamental requirement for consideration, if you are enthusiastic about this role and are unsure how well your experience aligns with these requirements, we encourage you to apply. Our recruitment team will assess your application and determine if your skills and qualifications meet the essential criteria for this role or whether there might be another role within our organization that is a better match.
About Us As the foundational architects of satellite technology, Intelsat applies our expertise to develop breakthrough solutions that advance and secure boundless applications for our customers and partners.
At Intelsat, we increase human potential by connecting people, communities, businesses, and governments. Our employees enjoy a casual and collaborative environment, where we celebrate professional excellence in pursuit of the corporate mission. We hire skilled professionals who work in various areas such as: satellite engineering, network operations, cloud architecture, accounting, sales, legal, and more. Browse our current job openings or create a professional profile to stay informed about opportunities that match your interests and expertise.
Intelsat is subject to regulation by certain U.S. Government national security agencies, which require that we collect and share certain Personally Identifiable Information ("PII") with the U.S. Government to obtain permission to employ non-U.S. persons in certain roles. If selected for a role at Intelsat, we may collect and share your PII for these purposes.
Intelsat is an Equal Opportunity/Affirmative Action Employer including Vets and Disabled