13R-095 NOC INCIDENT COORDINATOR RigNet
THIS JOB HAS EXPIRED Purpose of Job:
To provide support to RigNet by ensuring complaint tickets and other incidents are properly resolved and communicated to our customers, lessons learned are communicated internally and issues are resolved in a manner that prevent them from reoccurring.
Essential Job Functions and Performance Standards:
Processes & Procedures
Responsible for ensuring the complaint ticket process is followed and in effective and timely manner.
Work closely with RigNet as a whole organization in resolving issues that affect our customers and undermine our success to ensure we don?t repeat the action.
Responsible for Incident Resolutions (RCA) being completed and closed out appropriately.
Assist in QA analysis of tickets managed by support personnel with the objective of improving Customer Satisfaction.
Assist with the implementation of Quality Management processes and procedures within the RigNet Service organization; including updating current and writing new processes and process maps.
Support NOC operations as needed to meet overall department objectives
Other duties as determined by management
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is moderate. This job requires working in a business office with computers, printers, and light traffic.
Minimum high school graduate, some college preferred
At least 2 years experience in a customer service/technical support position
Experience with a quality management system a plus
Strong customer service and people skills
Ability to prioritize and manage multiple tasks
Good understanding of processes and procedures
Good writing skills
Health, Safety and Quality:
RigNet expects all its employees to follow procedures and take an interest in continuously improving the quality of each individual job and the overall service provided by RigNet through the quality program, Process Assurance for Competitive Excellence (PACE).
As a minimum the employee must:
Take precaution in order to prevent harm to themselves
Consider the potential for harm to others or the environment that may be caused by their acts or omissions
Work in accordance with information and training provided
Refrain from intentionally misusing or recklessly interfering with anything that has been provided for Health, Safety and Environmental reasons
Report any hazardous defects in equipment and workplace, or shortcomings in the existing controls, to a responsible person without delay
Not undertake any task for which authorization and / or training has not been given
Follow relevant quality procedures
Working conditions are normal for an office environment. Work may require weekend and/or night work and occasional overnight travel.
||1880 South Dairy Ashford |
Houston, TX 77077
THIS JOB HAS EXPIRED