Technical Support Specialist/Mobile Assets
3 weeks ago
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.
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