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Dispatcher - Technical Support (Temporary) in Palm Bay, Florida, US at Inmarsat

Date Posted: 9/5/2018

Job Snapshot

Job Description

Primary role purpose:

The Technical Support Dispatcher is responsible for building rapport with customers through interaction via email and telephone while providing solutions that exceed the customer’s expectations, all while ensuring a great customer experience.  

Our customers can be anything from our end users to distribution partners. Examples could include a fisherman on a boat in the Atlantic or a ship being approached by pirates; no two days are the same and that is what makes the job so unique and interesting.

Job Requirements

Key Responsibilities:

Some responsibilities for this temporary position include the following:

  • Handling calls and logging customer queries for all products within Inmarsat’s portfolio.
  • Ensuring that all enquiries and complaints relating to Inmarsat are dealt with efficiently.
  • Allocating cases to other appropriate agents within the team, taking into account their level of experience.
  • Flagging urgent cases to the TS Manager for immediate action.
  • Notifying the secondary dispatcher when assistance is needed with email queues.
  • Being primarily responsible for ensuring that all email enquiries are managed within the agreed SLAs.
  • Qualifying cases throughout the day and determining which cases need to be handed over / allocated to the next shift and notifying the respective site manager.
  • Any other business as required by your line manager

 

Essential Knowledge and Skills:

  • Professional telephone manner
  • Previous work experience within telecommunications
  • Ability to communicate effectively at all levels within an organization
  • Excellent written and oral communication skills in English; bilingualism would be considered an asset.
  • Ability to assimilate information and respond accordingly;
  • PC literate.

 

Desirable Knowledge and Skills:

  • Have a working technical knowledge of:
  • IP data and circuit switched data/voice connectivity, ideally within the satellite communications or telecommunications sector.
  • Mobile communications technologies such as Satellite Communications, Cellular Telephony, GSM, GPRS, 3G, UMTS
  • Wireless Networking technologies such as WiFi® and Bluetooth®
  • Awareness of the various Inmarsat services and products

 

Application Due Date: September 19th, 2018

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