Technical Customer Support 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.
Viasat is a global satellite communications company that believes everyone and everything can be connected. We're driven by our ability to redefine what's possible to make a difference in our customers' lives today and tomorrow. We're idealistic, resourceful, and grounded — always finding a better way to deliver connections with the capacity to change the world.
We do everything from low-level embedded systems development to large-scale distributed systems to cloud computing, machine learning, and big data analytics. We offer fast connections for consumers and businesses by providing residential broadband internet over satellite, managed enterprise Wi-Fi services, and the world's best in-flight internet connectivity.
**Responsibilities**:
As a Technical Customer Support Agent, you will provide technical support over multiple channels to our US residential internet customers. Your goal is to not only solve customer technical issues, but to gather learnings from each issue that is debugged to inform the development of automations that enable us to generate scalable solutions. Initially you will devote most of your time to interact with customers and collaborate with Customer Support Engineers to solve these technical issues. You will work with (and under the supervision of) a few senior engineers that will train and lead our Product Improvement Initiative.
**Customer Care Skills**
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Responding promptly to customer inquiries
- Communicating with customers through various asynchronous channels
- Moderating our Customer Forum
- Collaborating with other engineers to resolve customer technical issues
- Knowing our residential product inside and out so that you can answer questions
- Documenting reasons for customer calls, diagnosis process, and resolutions
- Communicating and coordinating with colleagues as necessary
- Recurrently provide feedback on the efficiency of the Closed Loop Care process
- Writing knowledge base articles based on customer support learnings
- Experience working with customer support (plus)
- Being curious, self-motivated
- Excited to improve customer satisfaction
- You're analytical and good at time management
- You have great communication and problem-solving skills
- You have a big appetite to learn and improve your skills
- You have networking knowledge/experience (plus)
**Requirements**:
- 0-2 years of experience working directly with customers
- Bachelor's degree in Informatics, Information Technology, or Software/Computer/Systems Engineering (preferred but not required)
- Experience working in a collaborative environment
- Professional proficiency in English is required
- Authorization to work indefinitely in Brazil
**Job Types**: Full-time, Temporary
Contract length: 6 months
Application Question(s):
- What are your salary expectations for this role?
- Are you authorized to work indefinitely in Brazil?
**Language**:
- English (required)

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