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Service Agent, Gateway Operations

2 - 6 years

0 Lacs

chennai tamil nadu

Posted:2 weeks ago| Platform: Shine logo

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Skills Required

technical support satellite communication microsoft applications english wireless communications ground based antenna systems realtime monitoring

Work Mode

On-site

Job Type

Full Time

Job Description

As a Service Agent in Gateway Operations, your role is crucial in ensuring the reliability of ground infrastructure (gateways) and customer services, especially within incident management. Your primary responsibilities include: - Providing a qualitative approach to continuously improving SES ambition to ZeroOutage - Being the first point of contact for any Gateway issues and working with cutting-edge technology solutions - Offering exceptional customer support and serving as the main point-of-contact for all communications between customers, vendors, and internal/external fix agents necessary to resolve technical issues - Monitoring all Gateway elements to assure mission-critical traffic and customer connections are operational with minimal degradation or outages - Properly documenting, escalating, and reporting all events - Initiating timely technical and management escalation as required - Participating in daily health checks and serving as an escalation point for any issue - Gathering, organizing, and analyzing large amounts of data with speed and accuracy - Contributing to knowledge sharing and technical development to enhance team performance - Working 12-hour rotating shifts that may include nights, weekends, and holidays Key Competencies required for this role include: - Ability to diagnose technical issues and facilitate resolution with stakeholders - Strong attention to detail in documenting, reporting, and escalating events - Excellent communication skills to interface effectively with customers, vendors, and internal teams - Commitment to process improvements and best practices in operations - Flexibility to work in a 24/7 shift cycle and adapt quickly to evolving technologies - Ability to collaborate with multidisciplinary teams to deliver efficient solutions - Commitment to continuous learning and training to keep knowledge and skills up-to-date Qualifications and Experience needed for this role: - Bachelors degree in Engineering, Satellite Communication, Computer Sciences, or equivalent - Minimum of 2 years experience in technical support in the satellite or wireless communications industry - Advanced knowledge and experience of Ground based Antenna systems - Excellent command of Microsoft applications - Proficiency in real-time monitoring of gateway components - Proficiency in English Joining our team will allow you to work within an international organization, in a fast-paced environment, and become a valuable member of a successful team dedicated to delivering the best customer experience.,

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