Technical Support Representative

As an onsite Technical Support Representative with Viasat, you’ll be based in Oregon and support customers and location staff across diverse sites worldwide who rely on public Wi-Fi, VoIP, and TV services. Your work includes resolving billing and account questions, performing technical troubleshooting, and monitoring networks with escalation when broader issues are detected.

Responsibilities

• Provide support to location staff and end-users who are using our public Wi-Fi, VoIP or TV services at locations worldwide, including US military bases, hotels and banks.
• Assist end-users with troubleshooting connectivity issues using a variety of online diagnostic tools.
• Monitor deployed networks and escalate for dispatch when remote diagnostics indicate a network problem affecting multiple users.
• Address general questions about rate plans, service availability, and potential contract requirements.
• Deliver billing and account related support to end-users.
• Handle billing inquiries such as reviewing invoices, escalating credit and refund requests, updating recurring payment methods, or helping unsuspend accounts.
• Provide account-related support including updating contact information, guiding Self-Care usage, transitioning account plans, reviewing usage, canceling subscriptions, or closing accounts.
• Document key details of each end-user interaction in the Case Management system.
• Offer end-user email support and monitor the voicemail inbox, responding to inquiries as needed.
• Perform other project related tasks as requested by your supervisor.

Requirements

• Excellent communication skills with a friendly, warm, and helpful demeanor.
• General knowledge of personal computer networking.
• Ability to work effectively with teammates to deliver strong support for both internal and external customers.
• Strong analytical, problem-solving, and conceptual abilities.
• Excellent time management skills.
• High School Diploma or GED.
• Excellent written and verbal communication skills.
• Willingness to work shift schedules found in a 24x7 Call Center environment.
• Willingness to attend daily training sessions Monday through Friday from 9am to 6pm for up to four weeks.
• Ability to multi-task.
• Typing proficiency of at least 35 WPM.

Benefits

• Medical benefits
• Financial benefits
• Location amenities

Salary

Hourly rate generally ranges from $15.14 to $24.04. For specific work locations within the San Jose area, the San Francisco Bay Area, and the New York City metropolitan area, the base pay range is $18.75 to $28.37 per hour.

EEO Statement

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, veteran status, or any other legally protected status or characteristic.