Master Control Customer Service Technician

Washington, DC

Reports to:
Operations Manager

Direct Reports:
None

Purpose:
To provide first-level customer service for Arqiva services and solutions

Key Objectives:

• Ensure all services are delivered on time and operating nominally and error free by pro-actively checking information and equipment in advance and communicating with customer and other service providers
• First-line fault reporting and troubleshooting interface for the customer and management of faults to resolution as per Arqiva defined standards/procedures
• Complete daily routines and reporting as outlined in the routine procedure documents
• Manage local circuitry, subscriptions and the tracking database
• Provide assistance to the facility engineer and projects team as needed without compromise to customer service
• Provide support to Major Incident Management as and when required
• Provide support for program bookings as necessary
• Advise the manager to correct operational documents on customer services when changes are made or errors are found

Skills/Competencies

• Proficient use of systems and information provided to complete the key objectives of the job       
• Capable of reading and understanding technical documentation and drawings        
• Able to use time effectively to complete needs of the Master Control and tasks as assigned by the manager without compromise to customer services
• Ability to communicate in multiple languages desirable

Technical knowledge, Experience & Qualifications:

• Broad knowledge and experience in the satellite and terrestrial service industry and technologies
• Good knowledge of general industry practices relating to the operation of equipment, diagnosis and correction of faults, basic technical applications (i.e. cabling), reporting and safety
• General technical ability with baseband systems and equipment.  Knowledge of industry-accepted standards for quality                        
• General engineering abilities. Understanding of technical specifications, link budgets, etc. desirable

Personal Qualities:

• Willing to take on projects voluntarily; keep a record of projects you complete
• Willing to take ownership of customer faults and inquiries to completion
• Willing to work effectively as a member of a team.  Inter-acts with management and other departments   
• Good listening, oral and written communications skills                                                    
• Self driving and motivated to advance knowledge or drive improvements in all areas - personal, industry and company
• Good organizational skills
• Understands the company belief in being a good ‘corporate citizen' and acts accordingly. (i.e. recycling/minimizing paper use)

• « Back to current vacancies
• Apply online »