Support end-users and location staff with Viasat public Wi-Fi, VoIP, and TV services while handling billing, account, and technical troubleshooting.

Support location staff and end-users trying to use public Wi-Fi, VoIP, or TV services at sites worldwide (including US military bases, hotels, and banks)
Troubleshoot connectivity issues using online diagnostic tools
Monitor deployed networks and escalate/dispatch when remote troubleshooting suggests an issue affecting multiple end-users
Answer general questions spanning rate plan differences, service availability, and possible contract requirements
Provide billing and account support to end-users
Handle billing inquiries such as reviewing invoices, escalating credit and refund requests, updating recurring payment methods, and assisting with unsuspend requests
Support account needs such as updating contact information, guiding end-users through Self-Care, transitioning account plans, reviewing current and historical usage, helping cancel subscriptions, and closing accounts
Record key details of each interaction in a Case Management solution
Deliver end-user email support, and monitor the voicemail inbox to respond to inquiries
Complete other project-related tasks as assigned by your supervisor

Communication skills with an outgoing, friendly, kind, warm demeanor (“people person”)
General knowledge of personal computer networking
Ability to work effectively with team members to support internal and external customers
Analytical, problem-solving, and conceptual skills
Excellent time management
High School Diploma or GED
Excellent written and verbal communication skills
Willingness to work shift schedules in a 24x7 Call Center environment
Willingness to attend daily training sessions Monday through Friday, 9am–6pm for up to 4 weeks
Ability to multi-task
Typing proficiency of at least 35 WPM

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

Salary: USD 15–28 per hour (hourly)
Base pay range (listed range): $15.14–$24.04 per hour
Base pay adjustment for specific locations: For roles in San Jose, San Francisco Bay Area, and New York City metro areas: $18.75–$28.37 per hour
Base pay may vary based on job-related knowledge, skills, and experience
Additional cash or stock incentives may be included, and medical, financial, and/or other benefits may be available depending on the position offered

Technical Support Representative

Job Description