Customer Support Technician

Customer Support Technician

Vaisala is a global technology leader and expert in weather, environmental, and industrial measurements. Our solutions enable customers to find answers, remove doubt, and make smarter decisions. In line with our mission "Observations for a better world," we continue our work to help find answers and take action for a sustainable future. Our employees demonstrate, uphold, support, and model the Vaisala Values: Customer Focus, Innovation & Renewal, Strong Together and Integrity. Sharing strong and common values is part of our culture and enables us to work towards our shared mission.

We are looking for a Customer Support Technician to join our Global Network Operation Center ('NOC') team at Vaisala's Louisville, Colorado office. In this diverse role, as a Customer Service Technician you will be responsible for providing excellent 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. By monitoring and validating the massive amounts of sensor network data, we can provide high-quality vetted data our customers can trust, especially when they are making weather-critical operational decisions that have life, safety, and financial impacts.

What's your role? You will be part of our NOC team of professionals. In this role, you will:

• 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.

What will you bring? 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.

ANTICIPATED SALARY RANGE: $60,000 - $65,000 base salary, and is eligible to participate in our 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. Additionally, we offer our employees a competitive benefits package which is outlined below.

Our benefits package includes: 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, fitness reimbursement, Employee Assistance Programs, and tuition reimbursement. We also offer holiday pay and a generous paid time off plan.

To be considered for this position you must currently be eligible to work in the U.S. Vaisala participates in the E-Verify employment verification system. Candidates are subject to a complete background check prior to an offer being extended. As a federal contractor, Vaisala reserves the right to enforce government mandated vaccination requirements for its employees. EOE Veteran/Disability Vaisala is proud to be an Equal Opportunity Employer and is committed to providing equal employment opportunity for all persons in all facets of employment. All qualified applications will receive consideration for employment without regard to any legally protected status. Reasonable Accommodation Notice Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please contact Human Resources by phone at View phone number on click.appcast.io or by email at View email address on click.appcast.io.