At a Glance
- Tasks: Deliver exceptional customer support via email and phone, solving unique challenges daily.
- Company: Join Viasat, a global leader in communication technology with a mission to connect the world.
- Benefits: Enjoy competitive pay, a supportive work environment, and opportunities for growth.
- Other info: Dynamic role with no headset required, offering a vibrant office culture.
- Why this job: Make a real difference by helping customers from all walks of life, every single day.
- Qualifications: Strong communication skills and a background in telecommunications are essential.
The predicted salary is between 35000 - 40000 £ per year.
About us
One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.
What you'll do
As a Customer Service Consultant, you’re the provider of great customer experience. You will build rapport by interacting with customers via email and telephone, providing solutions that not only meet expectations but shatter them. Our customers can be anything from our end users to distribution partners, i.e. it could be a fisherman on a boat in the Atlantic, or a ship approached by pirates outside Somalia. No 2 days are the same and that is what makes the job so unique and interesting. Please note that we are not a call centre and we do not wear headsets. This is a site‑based role, employees work 3+ days (60%+) per week from a Viasat office or work location within a standard five‑day workweek.
The day-to-day
- Respond to requests for customer assistance in person, via telephone, electronically within the agreed SLAs
- Logging, updating and creating tasks or incidents as required on SNOW
- Handling incoming calls and logging, updating and creating tasks for customer queries and cases as required using corporate CRM systems
- Handling customer complaints in accordance to the GCO complaints procedure, updating internal systems
- Close liaison with internal and external customers to provide regular updates on customer queries
- Research customer issues, referring to a local directory of information to handle customer queries
- Provisioning, activating and de-activating terminals, managing suspensions and sim activations across all satellite constellations
- Checking invoices on behalf of billing and providing customer updates as required
- Providing call data records for customer usage as required by customers
- Troubleshooting of network, hardware and application issues, updating systems and customers as required
- Managing assigned cases in line with customer expectations and departmental SLAs and important metrics
- Resetting of customer passwords on certain systems
- Participating on daily calls with other internal 3rd party teams to prioritise key issues
- Close liaison with customers, providing updates and or appropriate action to resolve queries
- Identifying and escalation to management situations requiring urgent attention
- Staying ahead of with system and product information, changes and updates
- Other duties as required by the line manager
What you'll need
- Professional telephone manner
- Tele communications background
- To be able to communicate effectively at all levels with a good grasp of the English written language
- To be able to conduct initial fix and diagnostics on all enquiries
- Able to operate within a multilingual customer base
- Ability to assimilate information and respond accordingly
- PC literate
What will help you on the job
- Have a working technical knowledge of: IP data and circuit switched data/voice connectivity, ideally within the satellite communications or telecommunications sector
- Understanding of network concepts (LANs and WANs)
- Mobile communications technologies such as Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTS
- Wireless Networking technologies such as WiFi® and Bluetooth®
- Circuit switched voice and data, e.g. ISDN / Fax / voice and video conferencing
- An awareness of different types of computer based applications and the data they generate
- Awareness of the various Viasat services and products
EEO Statement
Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic.
Global Customer Support Consultant in London employer: InvestedintheMission
At Spire Global, we pride ourselves on being an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration. Our hybrid work model allows for flexibility while our generous benefits, including education assistance and a robust employee stock purchase program, support your personal and professional growth. Join us in our mission to revolutionise space-based solutions, where your expertise will be valued and your contributions will directly impact the future of satellite technology.
StudySmarter Expert Advice🤫
We think this is how you could land Global Customer Support Consultant in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at InvestedintheMission. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like InvestedintheMission before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Global Customer Support Consultant in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to InvestedintheMission:Your cover letter is your chance to shine! Tell us why you want to work at InvestedintheMission specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at InvestedintheMission!
How to prepare for a job interview at InvestedintheMission
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
