Activations Specialist

Company Overview:

Satcom Direct (SD) provides global connectivity solutions for business and general aviation, military, government, and land mobile services. Since 1997, SD has worked to solve the unsolvable and advance the technology of connectivity through our industry-leading hardware and flight operations software. Our company culture is based on innovation and creativity which allows our team members to thrive in a dynamic atmosphere. We are looking for people who are passionate about customer satisfaction and who excel in a constantly changing environment.

Satcom Direct offers a highly competitive benefits package. Our global headquarters offers an on-site gym staffed with personal trainers, a cafe, food trucks, social hour, and more. With an open vacation policy, employees have the flexibility to take time when they need it. SD is centrally located on the beautiful Space Coast in Viera, FL, which is one of the Top 50 Master-Planned Communities in the United States.

JOB SUMMARY:

A successful Activations Specialist will demonstrate a high level of organization, acute attention to detail, ability to multi-task in a fast-paced environment, and an understanding of technical networking for various satcom systems. In addition, coordinates with internal customers to process activation related configurations with a high level of efficiency and accuracy for business aviation customers, ensuring enhanced user experience and connectivity, all while providing guidance and support to internal customers by continually educating, improving processes and testing innovative solutions that result in more streamlined company operations.

SCHEDULE:

During training, work hours will be 8:30am - 5:00pm. Once the employee has completed training, the work hours will be 9:00am - 6:00pm.

ESSENTIAL DUTIES/RESPONSIBILITIES:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily and should demonstrate the following competencies to consistently perform the essential functions of this position. All employees are expected to adhere to and be knowledgeable of Satcom Direct (SD) operations standards, established security/safety rules and requirements for attendance. The requirements listed below are representative of the fundamental knowledge, skill, and/or ability required to perform the job successfully:

• Support customers with technical configuration, modification, or deactivation of services.
• Coordinate with various partners and use a variety of internal and external systems to provision all services for customer aircraft including Inmarsat, Iridium, VSAT, DirecTV, DataLink, etc. with accuracy.
• Collaborate with appropriate internal departments (Sales, Support, TechOps, Accounting, Engineering) to fulfill customer requirements.
• Work directly with Support for activations and modifications to assist with testing and troubleshooting.
• Review customer Proposal and Activation Technical Document for accuracy and service compatibility.
• Assist with incoming customer email requests and correctly create Activation requests.
• Proactively review Activation requests and process activation tasks with high level of accuracy.
• Prioritize tasks based on customer flight schedule and time needed to configure service.
• Answer incoming calls to the department. Assist or route calls accordingly.
• Work on call rotation schedule (1 week at a time).
• Obtain AeroCNCT and AeroIT certifications.
• Perform other related duties as assigned.

GENERAL QUALIFICATIONS, KNOWLEDGE, AND SKILLS:

• Must have desire to work with technical information including but not limited to configuring networks for various satcom systems.
• Highly organized, with high level of attention to detail and ability to multi-task.
• Must have the desire and ability to work in a fast-paced environment both independently and as part of a team with minimal supervision.
• Capable of pivoting focus as needs change.
• Effective and confident decision making and problem-solving skills, especially under time constraints.
• Ability to effectively use critical thinking skills and collaboration to solve problems.
• Excellent Phone and Customer Service Skills.
• Experience working in a Customer Service/Customer Support environment

EDUCATION/EXPERIENCE:

• Bachelor's Degree in aerospace, finance, business, or equivalent experience preferred.
• At least one year of Customer Service/Customer Support experience.
• Proficient in Microsoft Office Suite, including Microsoft Outlook, Word, and Excel.
• Technical networking and/or avionic systems knowledge preferred.
• Knowledge of Inmarsat, Iridium, and VSAT services is desirable.
• Knowledge of business aviation, flight deck, and cabin hardware and services is desirable.
• Must be extremely detail oriented.
• Ability to multitask.
• Must be highly organized.
• Experience with Microsoft CRM desirable.
• Ability to be diplomatic and maintain confidentiality.

PHYSICAL DEMANDS:

While performing general office duties for this position, the employee is regularly required to sit, stand and/or walk around (including the use of stairs). Other demands include the ability to openly communicate with others by talking, listening and reading, able to lift light objects (< 25lbs), and use standard office equipment such as computer, printer, phone and cell phone. In addition, there is an occasional need to bend, twist or stoop in order to open/close cabinets, reach for files or other standard office type objects. This role requires on-call duties of one (1) week at a time.

WORK ENVIRONMENT:

The office environment is generally quiet and, in a temperature, controlled setting with random adjustments in noise or temperature due to others talking or laughing loudly, unscheduled maintenance repairs to the building or its interior offices or unpredictable situations due to weather or other acts beyond company control. An employee must be willing to work their regularly assigned work schedule for their particular duties and/or job responsibilities and in times of need, be able to work an extended schedule depending on company/department needs, project requirements or customer demands. Some overnight travel is required to facilitate work objectives. While at client site locations, if applicable, employee will be required to adhere to the proper safety precautions established by the client while in proximity to their work area, flight-line or maintenance repair center; work may require some physical effort in the handling of light materials, boxes or equipment. The temperature at client locations can vary from controlled to variations off hot/cold when working, standing or walking in or near the flight-line or maintenance repair center.

If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department at (321) 777-3000

Satcom Direct is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.