Technician, Terminal Management Center 1

SES; Conservatória; Presencial; BRL 30.000 - 50.000; Tempo integral

Resumo da oferta

A global satellite communications company in Rio de Janeiro is seeking a Technician for their Terminal Management Center. The candidate will provide customer support in Portuguese, English, and Spanish, manage requests, and ensure compliance with industry standards. Ideal candidates should have satellite communications experience, be adept in RF technology, and possess strong customer service skills. This role operates in a 24/7 environment and requires flexibility in working hours.

Qualificações

• 2-4 years of satellite communications experience including understanding RF technology.
• 1-2 years of proven customer service experience or equivalent education experience.
• Ability to organize and manage multiple priorities.

Responsabilidades

• Support customer calls and requests in Portuguese, English, and Spanish.
• Manage and maintain incoming customer requests effectively.
• Ensure compliance with standards practices and processes.

Conhecimentos

Fluency in Portuguese

Fluency in English

Fluency in Spanish

RF technology knowledge

Customer service skills

Problem resolution skills

Microsoft Office Suite

Formação académica

High School Diploma or GED

Ferramentas

Network Operation Centers experience

Networking certifications (e.g., CCNA, CompTIA NET+)

Descrição da oferta de emprego

Technician, Terminal Management Center

ROLE DESCRIPTION SUMMARY

SES is a Distribution Partner (DP) of Eutelsat OneWeb. As a DP, the team member will be expected to assist in supporting SES customers utilizing Low Earth Orbit (LEO) terminals that operate on the OneWeb network and elevate issues to OneWeb as needed. When required, this individual will need to schedule and facilitate troubleshooting calls between SES customers, OneWeb, and vendors.

The NOC Technician role is in a 24x7x365 office environment. This individual will be working in an operations environment responding to emails and answering phone calls to support OneWeb product offerings. The ideal candidate will be familiar with the demands and expectations of working in an operations center and will be knowledgeable of radio frequency (RF) technology.

This team member will manage and maintain incoming customer requests and work closely with internal teams to ensure customer needs and external service levels are met. The role is focused on supporting the SES customer base and requires a candidate with written and verbal fluency in Portuguese, English and Spanish.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Support customer calls and requests in Portugese, English and Spanish
• Able to successfully learn and understand web based applications and tools for use in managing customer accounts including navigation of OneWeb’s portal (Device Hub), which is utilized extensively when troubleshooting performance issues with User Terminals (UTs).
• Stay up to date on new technology, tools and applications that are used to provide the assistance needed for customer requests
• Must exhibit sense of urgency to complete customer requests in a timely manner and engage internal support teams to take over troubleshooting in the event of a customer impacting issue
• Ensure compliance with Intelsat standards practices and processes
• Incorporate and leverage industry best practices while maintaining alignment with Intelsat goals and capabilities
• Maintain customer privacy in compliance with all applicable laws
• Manage positive relationships with customers to ensure customer retention
• Excellent written and oral communication skills
• Meet set expectations for call center metrics and customer turnaround times
• Escalate customer-reported technical service issues or requests to the appropriate NOC vertical team
• Maintain accurate information and data in appropriate systems by tracking and capturing information and data

COMPETENCIES

• Flexible and adaptive to change
• Ability to operate in a team environment cross‑functionally where employees constantly provide support to each other
• Customer communications – serves as the primary liaison for SES OneWeb customers, ensuring clear, professional, and proactive communications
• Language skills – Provides multilingual support in Portuguese, English, and Spanish
• Technical acumen – Demonstrates strong understanding of RF technology, satellite communications, network operations tools, and troubleshooting ability
• Team collaboration – Works closely with multiple NOC technical verticals, vendors and customers to coordinate support efforts

QUALIFICATIONS & EXPERIENCE

• Written and verbal fluency in Portuguese, English and Spanish
• High School Diploma or GED required
• 2 – 4 years of satellite communications experience including an understanding of RF technology
• 1 – 2 years of proven customer service experience or equivalent education experience
• High aptitude for networking and troubleshooting
• Demonstrated ability to organize and manage multiple priorities
• Problem analysis and problem resolution skills
• Ability to navigate and use Microsoft Office Suite products
• Available to work rotating shifts providing 24x7x365 coverage

OTHER KEY REQUIREMENTS / COMMENTS

• Experience working with Network Operation Centers is a plus
• Networking experience (CCNA, CompTIA NET+, etc.) preferred

SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.

For more information on SES, visit our website.