Greece Job Openings
MARLINK
Support Engineer, Regional Customer Service (RCS) - Greece
Athens
FULL TIME
October 16, 2024
Support Engineer, Regional Customer Service (RCS) - Greece
About Us:
At Marlink, we empower businesses to thrive in remote and challenging environments by delivering advanced hybrid network solutions and digital technologies. With a global team of 1,500 experts spanning over 30 countries, we are at the forefront of digital transformation, connecting people and systems across the maritime, energy, and humanitarian sectors. Our culture values continuous learning, pushing boundaries, and innovating to meet the demands of tomorrow. Together, we drive progress by combining field engineering expertise with cutting-edge technologies in cybersecurity, IT, and cloud services.
Your Role:
As a Support Engineer in our Regional Customer Service team, you will be the first point of contact for our customers, providing critical support to keep their maritime communication systems running smoothly. This role places you at the heart of our operations, where you’ll engage directly with clients, troubleshoot issues, and work collaboratively with teams across our global network.
Key Responsibilities:
- Customer Support: Serve as the first point of contact for Marlink’s customers, handling requests through phone, email, or remote management channels with professionalism and dedication.
- Incident Management: Qualify and log customer requests in the Marlink Ticketing System, perform first-level diagnostics, and resolve issues within established service level agreements (SLAs).
- Request Fulfillment: Process activations, deactivations, suspensions, and other service requests for Marlink's range of products and services.
- Shift Rotation: Participate in a rotating shift schedule to ensure 24/7 regional customer support coverage.
- Cross-Functional Collaboration: Partner closely with the Maritime NOC and other support teams to resolve complex cases and share best practices.
- Customer Communication: Keep clients informed on the progress of their requests, ensuring a high level of customer satisfaction.
- Documentation: Accurately document incidents, solutions, and actions taken in the ticketing system, maintaining up-to-date records.
You are a problem solver with a passion for helping others. You thrive in dynamic environments and are comfortable working under pressure. Your dedication to continuous learning, growth, and sharing knowledge will be key to your success.
Preferred Qualifications and Experience:
- Bachelor's degree in Engineering, Electronics, Information Management, or a related field (or equivalent experience, e.g., military background).
- Familiarity with IT or Telecommunications helpdesk/service operations.
- Understanding of telecommunications networks, VSAT, satellite communications, and TDMA networks.
- Fluent in English, both spoken and written.
- Exceptional customer service skills with a proactive approach to problem-solving.
- Strong analytical abilities to diagnose and resolve technical issues efficiently.
- Excellent communication skills and the ability to work collaboratively across different teams.
- Initiative and curiosity, coupled with the ability to work autonomously.
- Resilient under pressure, with a positive, team-oriented mindset.
- Meticulous attention to detail and reliability.
- Committed to personal development and sharing knowledge with peers.
- Ability to set priorities and comply with service agreements.
- Flexibility to perform tasks beyond the primary scope when needed.
- A dynamic and international work environment where you can grow and thrive.
- Opportunities for continuous professional development and training.
- A culture that values diversity, inclusion, and innovative thinking.
- Competitive compensation and benefits tailored to your experience.
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