Monitoring & Dispatch Agent

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.

Our College Station, TX location is growing rapidly and looking for passionate, innovative professionals to join our team and connect the world to more! You'll work in a collaborative and inclusive environment that values diverse perspectives and continuous learning and provides industry-leading benefits and location amenities with unmatched opportunities for career growth.

Our team is fearless in the pursuit of new ideas and uncompromising in our quest to become the world's first truly global Internet Service Provider. Interested in joining our mission? Take a look at career opportunities at Viasat today.

The Monitoring & Dispatch Representative position involves serving as a Tier 2 escalation contact for front-line Tier 1 support agents, providing phone and email support to location staff and field technicians needing assistance with our deployed Wi-Fi and wired networks. This often involves verifying the status of the network and various hardware components of the network, confirming a variety of settings on the network are configured correctly and answering technical questions regarding the service or user accounts. A key responsibility of this position is monitoring the health of deployed networks and quickly taking corrective action when network failures occur.

• Provide technical support to location staff and technicians working with our Wi-Fi and wired services
• Perform remote troubleshooting using Viasat-provided diagnostic tools
• Proactively monitor the system health of deployed network equipment, investigating potential issues
• Troubleshoot issues associated with networks that impact end-user connectivity
• As part of troubleshooting, determine whether a field dispatch is required, scheduling dispatches (as needed) and driving expeditious problem resolution.
• Provide status updates of critical network outage(s) to designated customers
• Document key aspects of each interaction within incident tickets
• Strive towards achieving first call or chat resolution with location staff and field technicians
• Monitor and reply to support-related email inquiries
• Perform other project-related tasks as requested by your supervisor.

• Great communication skills showing you to be outgoing, friendly, kind, and warm in demeanor; a "people person".
• 1 to 2 years' experience in a customer-facing support role. Intermediate knowledge of personal computers and mobile device networking.
• Possess general to intermediate knowledge of TC/IP network management and troubleshooting
• Work effectively with team members to provide exceptional support for both internal and external customers
• Great analytical, problem-solving, and conceptual skills
• Excellent time management
• Excellent grammar skills
• Proficient in typing (Min. 35 WPM)
• Must be willing to work shift schedules found in a 24/7 call center environment
• Must be willing to attend daily training sessions held Monday through Friday, 8 am - 5 pm, for up to (4) weeks
• Able to multitask
• High School Diploma or GED
• US Citizenship required
• Must currently be a Front-Line Care Representative within the TX Care Call Center.

• Prior experience setting up or managing a wireless network in a home or office environment.

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.