This role is primarily based at our Great Yarmouth location, UK, with the option of remote working in accordance with AST’s policies.

AST have 30 years’ experience in delivering satellite communications services. We are a trusted global satellite communications equipment supplier of end-to-end remote communication solutions. Our company provides a comprehensive range of terminals and devices, high quality voice and data connectivity. Our unique enabling services such as in-house developed INTEGRA, IRIS, iRAMS and My AST Portal empower our customers to optimise their operations, make informed decisions quicker and reduce their costs. We’re at the heart of the Internet, helping the most innovative companies remove the complexities of delivering any experience, to any device, anywhere.

The AST Story

We have a talented team of over 180 people in 12 offices and warehousing facilities and an extensive distribution and service network, providing connectivity solutions to a wide range of maritime and land customers around the world.

Through our in-depth knowledge of remote communication technology and strong relationship with our customers, we develop and deliver industry leading satellite communication services such as our INTEGRA platform, providing organisations with connectivity solutions. We don’t believe in a one-size-fits-all approach and are dedicated to designing, implementing, and supporting solutions tailormade to meet our customers unique needs and keep them connected anywhere in the world, 24/7.

As a global innovator and trusted Tier 1 Partner to all major satellite communications suppliers, and hardware manufacturers, we focus on delivering dependable and integrated connectivity services to our customers.

The Role

You will be responsible for supporting Key/Account Managers/Business Development and our Channel Partners (~300) with all airtime related queries to ensure we provide an outstanding customer experience throughout the entire sales cycle.

This is a demanding role and requires you to be highly motivated with the ability to prioritise effectively, multitask, and handle multiple tasks whilst at the same time being able to quickly absorb and retain customer and process knowledge.  Being successful in this role requires an ability to partner with other internal teams to deliver the highest levels of customer satisfaction. Previous customer service experience is essential, ideally in a sales environment.

Your main responsibilities will include;

• Take ownership of all Tier 1 customer airtime issues and enquiries, responding in line with specified SLA’s.
• Responsibility for escalating issues, when required, to the Global Commercial Airtime Support team (GCAS), ensuring a speedy resolution is obtained and communicated to the customer.
• Manage the processes for provisioning, deactivation, suspension, unsuspension, package changes and Top-ups for all Channel Partners without My AST Portal access (and supporting those that do have portal access).
• Process daily files to capture any bridge failures to ensure correct data input across all airtime systems.
• Ensure checks are in place to reconcile all platforms i.e. My AST portal, IBIS and Dimensions.
• Manage the Reseller Agreement creation and amendment processes.
• Pay particular attention to monitoring and alerting, highlighting any potential issues, to avoid customer bill shock.
• Provide one-to-one refresher training to our customers to help them understand their bills or our portal as required.
• Complete mid-month and end of month billing responsibilities, ensuring airtime invoices generated are accurate and completed in line with GCAS deadlines.
• Manage and maintain the Airtime Processes documentation.
• Assist the sales team with any questions/queries relating to My AST Portal and general airtime queries.
• Generate and issue dealer commission purchase orders monthly.
• Other airtime related admin tasks as required to support AST EMEA.
• Work with the Management Accountant to provide support in invoices/credits if required.
• Work as a team with our Sales staff, Sales Support, Sales Coordinators, Solution Sales and Technical Sales Engineers as well as other AST teams who will compliment and support your efforts.

The Person

You will be passionate about managing customer expectations whilst delivering fantastic customer support. Candidates should have a high level of self-motivation and a strong drive to learn and continue to learn and develop in the future. You will have the willingness to adapt to varying demands of the role throughout our busy periods.

• Ideally from a background customer service/support.
• Ability to efficiently juggle multiple account management projects at a time, while maintaining sharp attention to detail.
• Self-Starter, initiative, inquisitive, driver for high performance.
• Have knowledge and experience in using Microsoft Office software.

The Perks

• Company pension scheme
• Private Health insurance for you (with the option of adding family members)
• Employee Assistance Programme
• Life Assurance
• Long Service Awards
• 23 days Annual Leave (+ Bank Holidays)
• Enhanced holiday scheme where you get an additional days holiday for every year of service (up to a maximum of 5 additional days)
• Employee Events
• Savings and Discounts available at numerous high street retailers
• Free Parking

• Free Tea, Coffee & Fruit!