Customer Support Technician, NOC

Role Overview

• Provide excellent 24/7/365 real-time monitoring and troubleshooting of our network and sensor performance.
• Log and update technical queries in an accurate and timely manner in line with procedures.
• Ensure timely resolution of customer queries within a defined time period while maintaining customer satisfaction.

Requirements

• Undertake remote monitoring and diagnostic checks of our global weather station network.
• Provide exceptional frontline and second line support to our global internal and external customers.
• Liaise and escalate queries with other service departments and external agencies.
• Log and update technical queries in an accurate and timely manner in line with procedures.
• Ensure timely resolution of customer queries within a defined time period while maintaining customer satisfaction.
• Actively contribute to and promote the use of best practice and continual service improvement within the team.
• Prioritise workload in a reactive environment.
• Work on a rotating shift pattern that provides 24/7/365 support, which will require some lone working.
• Ensure the level of service hits Key Performance Indicator targets and meets Service Level Agreements.

Benefits

• Exceptional communication – both written and verbal.
• Excellent active listening and telephone manner.
• Ability to multi-task in a fast-paced environment.
• Competence with Microsoft Office.
• Experience working in a team environment.
• Flexible and adaptable.
• Problem solving.
• Self-motivated.
• Attention to detail.