About us:
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 Billing Customer Care Specialist will provide exceptional customer service by acting as the single point of access for customers to raise all billing enquiries (including disputes and requests). You will be responsible for timely, right first-time resolution on a high percentage of cases and engaging appropriately with second-level resolver groups. This role will contribute to improving service outcomes while adapting to changing systems, customer expectations, and business needs.
This is a temporary role for ~1 year.
The day-to-day:
- Triage billing enquiries for timely identification of correct resolver group
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Analyse, resolve, and respond to billing enquiries within agreed SLAs
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Retrieve data from multiple sources in varying formats to perform analysis
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Responsible for all customer billing cases, including the coordination of tasks assigned to cross functional teams
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Liaise with customers, and manage customer cases in line with SLAs and perform regular monitoring and follow-up
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providing regular updates and/or appropriate actions
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Escalate relevant items to appropriate levels in a timely manner to support SLAs
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Validation and quantification of credit note requests related to Inmarsat billing services
What you'll need:
- 1+ years experience in a customer service role
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Bachelor's degree or higher in Business Administration, Accounting, or a related field.
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Understanding of invoices, payments, account balances
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Ability to explain charges, fees, and billing discrepancies clearly
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Proficiency in Microsoft Office, especially Excel and Outlook
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Experience in Singleview, Salesforce, ServiceNow, SAP, and SQL would be considered an asset, but not required
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Comfortable learning and navigating CRM systems
What will help you on the job:
- Familiarity with satellite communication services or related technologies is an asset, but not required
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Customer‑first mindset
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Clear and confident communication
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Ability to analyze data to identify patterns and improvement opportunities
EEO statement:
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.
