Customer Support Technician

This is a Technical Customer Support role, helping customers diagnose, troubleshoot and resolve technical issues with network connectivity, cellular IoT devices and satellite hardware. This is not a standard ''password reset'' helpdesk role; you will actively dig into complex hardware, firmware, and network configurations to deliver excellent customer experiences.The RoleSome key responsibilities are as follows:Troubleshooting and ResolutionIssue Diagnosis - Investigate and resolve incoming support queries relating to hardware malfunctions, firmware updates and network routing issues.Connectivity Management - Assist customers with activating, configuring and troubleshooting satellite and cellular SIM cards and data plans.Testing and Replication - Replicate reported hardware or software issues in the test lab to identify bugs or configuration errors.Customer ExperienceSLA compliance - Manage the ticket queue effectively to provide first class response timesClear Communication - Translate complex technical concepts into clear, easy to understand instructions for customersContinuous ImprovementDocumentation - Contribute to the internal knowledgebase and help to write clear, concise technical guidesThe Ideal CandidateYou will be:Customer Obsessed - you take price in helping others and won''t rest until a customer''s issue is fully resolved.Curious and Eager to learn - Satellite and IoT tech changes fast, you are excited to constantly learn about new hardware and systems.A Team ..... full job details .....