About us:
The Customer Case Coordinator will further advance complex or highly technical cases to the Engineering Team (Subject Matter Experts - SMEs), who act as third-line support in the support model.
In addition to case management responsibilities, the Customer Case Coordinator is integrated into the Batam NOC team. While the primary working hours are weekdays from 9:00 to 17:00, this role requires flexibility to support 24/7 operations. The Customer Case Coordinator is expected to provide NOC coverage when colleagues are unavailable due to holidays, sickness, or other absences.
This position is essential to ensuring a seamless, high-quality customer experience, driving timely case resolution, and supporting continuous service improvement.
The day-to-day:
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.
What you'll do:
The Batam NOC Customer Case Coordinator acts as the second level of support in the customer case management process. All customer cases are initially handled by the Global Customer Operations (GCO) team, which provides first-line support. Cases requiring deeper technical expertise are brought up to the Batam NOC Customer Case Coordinator, who is responsible for resolving them within defined Service Level Agreements (SLAs), tailored to specific customers.
The Customer Case Coordinator will further advance complex or highly technical cases to the Engineering Team (Subject Matter Experts - SMEs), who act as third-line support in the support model.
In addition to case management responsibilities, the Customer Case Coordinator is integrated into the Batam NOC team. While the primary working hours are weekdays from 9:00 to 17:00, this role requires flexibility to support 24/7 operations. The Customer Case Coordinator is expected to provide NOC coverage when colleagues are unavailable due to holidays, sickness, or other absences.
This position is essential to ensuring a seamless, high-quality customer experience, driving timely case resolution, and supporting continuous service improvement.
- Act as second-level support for all customer cases escalated from the GCO team
- Resolve critical customer cases within specific SLA timeframes
- Take technically complex or unresolved issues to the Engineering Team (third-level support)
- Serve as the primary point of contact for escalated and critical customer incidents during working hours
- Collaborate with internal teams (e.g., NOC, Engineering, Service Management) and third-party partners for efficient case resolution
- Maintain clear, accurate, and timely communication with customers and internal partners throughout the case lifecycle
- Document all activities and updates in the case management system
- Identify and flag recurring issues and contribute to problem management initiatives
- Participate in post-incident reviews and support customer service reviews with detailed case narratives.Ensure compliance with SLAs, KPIs, and other regulatory or contractual obligations
- Provide ad hoc support to the NOC shift team, covering for colleagues on leave or absent due to unforeseen circumstances
- Contribute to the ongoing enhancement of processes, tools, and documentation related to case management
- Lead and coordinate Continuous Improvement Management (CIM) initiatives aimed at enhancing the efficiency, effectiveness, and quality of customer case handling and NOC operations
- Identify trends and root causes from recurring customer issues and collaborate with cross-functional teams to design and implement sustainable improvements
- Drive process optimization through regular analysis of support workflows, case resolution metrics, and customer feedback
- Track and report progress on CIM actions, ensuring alignment with NOC performance goals and overall service excellence
- Bachelor's degree in Electronics, Telecommunications, IT, or a related field
- Minimum of 3 years of relevant experience in a Network Operations Center (NOC), technical customer support, or similar role involving case issues and incident resolution
- Fluent in English with effective verbal and written communication skills
- Solid technical background with demonstrable experience in a customer support or NOC environment
- Demonstrated ability to manage case critical issues, including technical fix and customer coordination
- Solid understanding of ITIL framework and incident, problem, and change management principles
- Good interpersonal and collaboration skills across multi-functional teams
- Ability to remain composed and make sound decisions under pressure
- Self-motivated, structured, and solution oriented
- High integrity, respectful attitude, and strong customer service approach
- Availability and willingness to support the 24/7 roster when required
- Experience with network monitoring tools and Viasat products
- Knowledge of RF, IP switching, and routing (CCNA or higher preferred)
- Familiarity with operating systems (Unix, Linux, Juniper, Cisco, VMS, MS)
- Experience with scripting languages such as Python, Bash, or PowerShell to automate tasks and improve operational efficiency
- Understanding of DevOps principles and experience supporting CI/CD or infrastructure automation is highly desirable
- An English TOEFL certificate with a minimum score of 550 (PBT) or an equivalent qualification is a plus
Special working conditions:
- Standard working hours: Weekdays, 09:00–17:00, averaging 40 hours per week
- Flexibility required to cover shifts in 24/7 operations as needed
- Handle sensitive operational and customer information with confidentiality
- Perform additional tasks as assigned by management
- Must be flexible and willing to travel internationally for job-related purposes and to work abroad for short durations when required
Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.
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