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Customer Support Technician, NOC

Job Title: NOC Customer Services Technician (Night shifts) – Shift Pattern 4x12 hour shifts on, 4 off
 

Vaisala has been predicting the unpredictable for over 85 years. We are a global leader in weather and industrial measurements, and our technologies can be found in demanding environments from hospitals, national parks and data centers to airports and wind farms all over the world– and beyond! We offer you a career with a clear purpose and a chance to create observations for a better world.

Innovation is at the heart of our company and we believe in developing cutting-edge technology. With our 2000 professionals worldwide we intend to stay on top of our game and this is where you come in.

 

In Vaisala’s Weather and Environment business area, our forward-thinking team focuses on providing solutions for customers dealing with challenging weather or air quality conditions. We partner with our customers to help them make the most informed decisions whenever environmental insight matters. Our Weather and Environment customers come from meteorological institutes, airports, roads and railways, defense, local authorities and energy. In the UK, we predominantly support roads customers, but support of other segments, such as renewable energy, continues to increase

We are currently looking for a motivated and hardworking individual to join our Vaisala Network Operation Centre ('NOC') team. In this diverse role, as a Customer Service Technician you will be responsible for providing excellent 24/7 frontline global support both over the phone and through email, as well undertaking remote monitoring of over 1200 roadside weather stations and an increasing number of other Vaisala hardware.

The Successful Candidate will:  

  • Provide exceptional frontline and second line support to our global internal and external customers.
  • Liaise and escalate queries with other service departments and external agencies.
  • Log and update technical queries in an accurate and timely manner in line with procedures.
  • Ensure timely resolution of customer queries within a defined time period while maintaining customer satisfaction.
  • Undertake remote monitoring and diagnostic checks of our global weather station network.
  • Actively contribute to and promote the use of best practice and continual service improvement within the team.
  • Prioritise workload in a reactive environment.
  • Work on a rotating shift pattern that provides 24/7 support, which will require some lone working.
  • Ensure the level of service hits Key Performance Indicator targets and meets Service Level Agreements.

Essential Requirements and Skills:  

  • Exceptional communication – both written and verbal.
  • Excellent active listening and telephone manner.
  • Ability to multi-task in a fast-paced environment.
  • Competence with Microsoft Office.
  • Experience working in a team environment.
  • Flexible and adaptable.
  • Problem solving.
  • Self-motivated.
  • Attention to detail.
  • Currently eligible to work permanently in the UK.

 

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