Customer Support Advisor

• Salary:£23k - Shift allowance £2,500 pa, Night shift allowance £1,000
• Location: Redhill, Surrey
• Job Type: Full-time, Shift Work (12-hour shifts, days and nights)

We are looking for a proactive Customer Support Advisor to join our Global Customer Support Centre (GCSC). This role involves delivering 1st and 2nd line technical support on product, service, and billing enquiries for maritime and land-based customers. The ideal candidate will also provide network operations support, including monitoring of VSAT Networks and assisting with service issues.

• Respond to customer enquiries promptly, ensuring customer expectations and SLAs are met.
• Log all calls/emails and maintain Freshdesk and Cruise IP Databases for clarity and case management.
• Provide seamless handover of tasks between shifts and assist with monthly customer surveys.
• Process sales orders for prepaid airtime cards and manage inbound calls as directed by the Shift Supervisor.
• Proactively monitor GCSC associated infrastructure, investigate alarms, issue outage reports, and act on high usage alerts.
• Manage cases through to resolution, escalating to internal and external resolver groups as necessary.
• Pursue technical training and continually update technical expertise, sharing knowledge with colleagues.

• Customer-facing experience with a confident and clear telephone manner.
• Computer literacy and a keen commercial awareness.
• Ability to work on own initiative and unsupervised.
• Willingness to continuously learn and support new systems and services.
• In-depth technical knowledge of customer equipment or systems such as Inmarsat Satellite Maritime, Cobham Seatel, and Inmarsat Land Mobile systems.
• Experience with customer IT networks/systems, Cisco and HP Switches, and Network Operations.
• Ideally, a qualification in a relevant technical field.

• Competitive salary with a clear growth path and development strategy.
• Opportunity to work in a team providing 24/7 support.
• Training on products and services.
• Access to company gym and other facilities post-probation.

To apply for the Customer Support Advisor position, please submit your CV.