Customer Support Technician

About the role

Vaisala is seeking a Customer Support Technician to join our Global Network Operation Center ('NOC') team at our Louisville, Colorado office. This role involves 24/7/365 real-time monitoring and troubleshooting of our network and sensor performance, as well as providing first line and second line support to our customers.

Responsibilities

• Undertake remote monitoring and diagnostic checks of our global weather station network.
• 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.
• Actively contribute to and promote the use of best practice and continual service improvement within the team.
• Prioritize workload in a reactive environment.
• Work on a rotating shift pattern that provides 24/7/365 support, which will require some lone working.
• Ensure the level of service hits Key Performance Indicator targets and meets Service Level Agreements.

Requirements

• Associate’s degree and/or Technical Certifications or minimum 1-3 years’ experience in Helpdesk, IT or Computer-based environment based role.
• Advanced technical certifications in networking, network and computer troubleshooting and routing are preferred.
• 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.
• Curiosity and a growth mindset to explore, learn, and apply AI tools in your daily work. We expect everyone at Vaisala to actively discover how AI can enhance their work.

Qualifications

• Current eligibility to work in the U.S.

Skills

• Technical proficiency in network and computer troubleshooting and routing.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Knowledge of Microsoft Office suite.

Benefits

• Health, dental, and vision insurance.
• Flexible spending accounts.
• Company-paid life, long and short-term disability.
• 401(K) plan with company match.
• A variety of voluntary benefits programs.
• Employee Assistance Programs.
• Tuition reimbursement.
• Holiday pay.
• A generous paid time off plan.

Pay

Anticipated salary range: $60,000 - $65,000 base salary, eligible for annual performance bonus plan. Salary is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.

Schedule

Rotating shift pattern providing 24/7/365 support.