ViaSat, Inc. Corporate Care Escalation Specialist (7572) in Englewood, Colorado
Job ResponsibilitiesAre you ready to grow your career to the next level? Would you like to bepart of a highly capable and motivated team using your stellar communicationand organizational skills to support key customers? ViaSat is looking foryou to fill our Corporate Care Escalation Specialist opening. Join our growingteam!As ViaSat's Corporate Care Escalation Specialist, you will support thecustomer sales and technical support teams serving the voice email and chatchannels. Using your technical and service expertise, you will be theCorporate Care Escalation Specialist for the customer operations of ViaSatSatellite Internet Services. You will take ownership by supporting outsourcedCCR1 and CCR2 representatives in their service, billing and accountmanagement as well as troubleshooting customer and technical issues. We willcount on you to closely interact with Supervisors and Managers to ensure thatall department KPIs are managed effectively. You will monitor workflows inticket queues. Additionally, you will interact with all Customer Careoutsource partner operations, providing performance feedback and being theirsubject matter expert.Requirements2+ years of experience in customer service roleProven ability to work in a fast-paced environment with a positive attitudeSolid understanding of the internet and high speed data servicesAbility to work independently to resolve customer concerns and/or issuesStrong customer service and communication skills via phone, email and chatAbility to work non-standard shift hours that could include SaturdayHigh School Diploma or GEDU.S. Citizenship or Lawful Permanent Residence status may be required for someprojects in which case, verification of such status will be required uponaccepting employment.PreferencesCoaching or supervisory experience2+ years' experience in customer service, technical support orExecutive/Corporate EscalationsCustomer Care environmentInbound Call Center experienceLiving in Denver means you get to enjoy panoramic vistas on your morningcommute, three hundred days of sunshine, the largest public parks systemof any U.S. city, world-class theatre, museums, and sports teams and acost of living that's easy on your wallet!Do you hear an opportunity knocking on your door? Why not submit your resumeand see where this road takes you? It's easy and only takes a few minutes.We look forward to hearing from you.**ViaSat is an EEO/AA/Disability/Protected Veteran Employer. U.S.Citizenship or Lawful Permanent Residence status may be required for certainpositions. For positions requiring U.S. Citizenship or Lawful PermanentResident status, verification of such status will be required upon acceptingemployment.Viasat is a Government contractor subject to the Vietnam Era Veterans'Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Actof 2002, 38 U.S.C. 4212 (VEVRAA), which requires Governmentcontractors to take affirmative action to employ and advance in employment:(1) disabled veterans; (2) recently separated veterans; (3)active duty wartime or campaign badge veterans; and (4) Armed Forcesservice meVEVRAA Federal ContractorWe Request Priority Protected Veteran and Disabled Referrals for all of ourlocationsViasat will not discharge or in any other manner discriminate againstemployees or applicants because they have inquired about, discussed, ordisclosed their own pay or the pay of another employee or applicant.However, employees who have access to the compensation information of otheremployees or applicants as a part of their essential job functions cannotdisclose the pay of other employees or applicants to individuals who do nototherwise have access to compensation information, unless the disclosure is(a) in response to a formal complaint or charge, (b) in furtheranceof an investigation, proceeding, hearing, or action, including aninvestigation conducted by the employer, or (c) consistent with thecontractor's legal duty to furnish information.