AIS Tech Support Agent

Your future position
Provide timely and professional technical support to customers mainly via email, but phone, and chat channels could be an option too. Collaborate internally to escalate and resolve complex issues. Proactive reach out to contributors, based on observed issues that owners might not be aware of with an aim to optimise performance and minimise risk of outages. Overall AIS Network Health monitoring utilising observability tools and set alerting mechanisms. Maintain and update station owner records and is in a position to ensure related data integrity. Utilise exposure to the community to provide suggestions and ideas for improvement to the team. Handle logistics and issues of operational nature. Moderate discussions and user-generated content (including rating photos) to maintain a respectful and safe community environment Address and resolve conflicts or issues within the community

Experience & Background
2+ years of experience in a technical support role, preferably within a SaaS or software environment. Excellent written and spoken English, with the ability to explain technical information clearly and concisely to both technical and non-technical audiences. Experience or exposure to AIS, radio systems or related technologies. Familiarity with Linux and Windows operating systems. Hands-on experience troubleshooting technical issues and a structured approach to problem solving. Good understanding of networking fundamentals, including TCP/IP, firewalls and connectivity. Desirable: Basic knowledge of photography Experience with Intercom and Salesforce Behavioural Competencies: You take ownership of problems and follow them through to resolution. You combine technical problem-solving with empathy and a genuine desire to help people. You communicate clearly and professionally, particularly when explaining technical issues. You are proactive and comfortable identifying problems rather than simply waiting for someone to report them. You enjoy learning new technologies and are comfortable investigating issues you haven't encountered before. You build positive relationships with customers, station owners and community members, including in challenging situations.