Customer Service Technologist - #190276

Telesat (NASDAQ and TSX: TSAT) is a leading global satellite operator, providing reliable and secure satellite-delivered communications solutions worldwide to broadcast, telecommunications, corporate and government customers for over 50 years. Backed by a legacy of engineering excellence, reliability and industry-leading customer service, Telesat has grown to be one of the largest and most successful global satellite operators.

Telesat Lightspeed, our revolutionary Low Earth Orbit (LEO) satellite network, scheduled to begin service in 2027, will revolutionize global broadband connectivity for enterprise users by delivering a combination of high capacity, security, resiliency and affordability with ultra-low latency and fiber-like speeds. Telesat is headquartered in Ottawa, Canada, and has offices and facilities around the world.

The company's state-of-the-art fleet consists of 14 GEO satellites, the Canadian payload on ViaSat-1 and one LEO 3 demonstration satellite. For more information, follow Telesat on X and LinkedIn or visit www.telesat.com

The Customer Service Technologist will provide the necessary technical and problem resolution skillset to implement and manage LEO based customer experience and support services for LEO services and products. They will be responsible to fulfill the implementation of the service, integrate the service into day to day operations and manage system fault/problem resolution needed to meet the internal and external operational requirements of the LEO service.

Main Responsibilities

• Act as the lead for the CSR internal team in order to implement a service, maximizing automation of systems to support workflow for end customer requirements and operation of CSR functions.
• Develop technical and administrative implementation plans, specifications, schedules and manage implementation of these activities with affected intra company dependencies.
• Integrate supervisory and BOSS systems to form a structured tier based support for fault/problem detection and resolution at Level 1 and 2 support levels.
• Conduct interdepartmental meetings to determine infrastructure/systems and manpower resources required to meet service demands for CSR functions.
• Develop critical milestones for projects and ensure they proceed on schedule.
• Escalate any potentially sensitive customer issues to immediate manager as required.
• Monitor Customer performance and service experience and ask for additional sales, engineering and/or management support when needed.
• Utilize Emergency notification procedures to communicate emergency activities to the Telesat management team and the associated customers/stakeholders, both internal and external.
• Develop methodology to identify program deficiencies and document a plan to correct and close the gaps in providing CSR functionality.
• Manage relationships with the sales, engineering and operations team, 3rd party suppliers and vendors to ensure the contracted services are met.
• Provides assistance/advice to all Telesat departmental disciplines regarding the scheduling and project management of assigned projects for any workflow related to customer service issues or system faults.
• Contributes to interdepartmental plan meetings as identified by management.
• Exercise independent judgment and a high level of analytical skill in solving complex and unusual administrative and fault management problems
• Support CSR functions by acting as the technical liaison on various projects related to provision of level 1 and 2 support functions to end customers.
• Generate various technical procedures and training material in support of CSR, field service and/or operations sub groups to aid in problem resolution activity, if unable to resolve at L1 and L2 processes.
  
  

Education & Experience Required

• Electronics Engineering Technologist Diploma or equivalent Post-Secondary education
• 5+ years of technical experience in the telecommunication field
• 3+ years of experience in a Telecom based Customer Support environment
• Experienced in establishing and maintaining positive customer relations
• Experienced in leading technical and non-technical teams
• Ability to work effectively in a cross-functional and global environment
• Experience interacting directly with customers in supporting systems and services
• Excellent communication, presentation skills, interpersonal and leadership skills
• Strong analytical and problem solving skills
• Bilingualism is preferred
  
  

Specialized Knowledge, Skills & Abilities

• A strong background in telecommunications Customer Support technology.
• Exposure to Layer 2 services and MEF implementation an asset.
• Implementation and optimization of supervisory systems and Customer Support in an Operations setting
• Practical knowledge of data collection, storage, analysis in real time operational systems using provide dashboards or pre-defined query tools.
• Incumbent must have good people skills, presenting a professional image at all times.
  
  

Equipment Used

• Various network management and control terminals based on Integrated workflow views
• BOSS and general operating supervisory systems
• personal protective equipment
• General office equipment and computerized systems required in a Call Centre environment.
  
  

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