Csc Analyst - Houston, United States - Viasat

Viasat

Verified Company

Houston, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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

The purpose of the CSC Analyst is to provide our customers with an initial point of contact for support, provide assistance with the goal of resolving customer issues quickly.

The day-to-day

Use the ticketing and tracking system for crafting records pertaining to incident reports and service requests; including, but not limited to, the gathering of pertinent technical information required.
Transfer or call out incidents (when required) to the appropriate support level.
Review case history to assist internal management and external customers with inquires.
Follow internal processes and procedures to efficiently complete customer support requests.
Employ diagnostic utilities to aid in solving enduser problems.
Provide status updates for open requests and incidents.
Build correspondence, reports, and other documents for customer support.
Verify customer and site contact information, for primary and alternate communications systems, are correct.
Perform firstlevel troubleshooting of Viasat products and services.
Monitor managedservices and devices using available network tools and systems.
Maintain and update assigned incident and request tickets.
Complete assigned developmental training(s)—in person or computerbased—within a designated timeframe.
Support our internal customers—such as sales, service delivery and field operations—when needed.
Perform other duties as determined by management.

What you'll need

At least 2+ years experience in technical support and customer service.
Good interpersonal skills.
Ability to work in a fastpaced work environment.
Experience in using trouble ticketing or helpdesk tools like ServiceNow, Remedy or Salesforce.
Experience with computer networking.

What will help you on the job