Partner Success Center Agent

Position Overview

The PSC Agent is a customer‑facing operational role responsible for incident intake, service monitoring coordination, communication management, and lifecycle tracking across satellite‑to‑mobile services. Operating within the Service Assurance organization, the PSC Agent acts as the primary interface between customers and technical operations, ensuring transparent communication, disciplined incident handling.

This role is critical during launch, early‑life support, and steady‑state operations, ensuring customer trust, SLA adherence, and audit‑ready incident documentation.

This role establishes baseline customer‑facing support capacity within Service Assurance and is designed to scale as service demand grows. The PSC Agent plays a critical role in strengthening customer trust, improving incident handling efficiency, and supporting consistent service assurance across global satellite‑to‑mobile operations.

Key Responsibilities

Customer Interface & Incident Intake

• Act as the first point of contact for customers reporting service incidents, degradation, or operational queries.

• Receive incident reports via defined channels and log them accurately into the incident management system.

• Ensure correct capture of customer impact, service identifiers, timestamps, and symptoms.

Incident Logging, Classification & Tracking

• Classify incidents based on severity, service impact, and domain (satellite, RAN, gateway, core, transport, OSS).

• Maintain full lifecycle tracking of incidents from creation through closure.

• Ensure incidents are routed to the correct NOC or Managed Services team per Service Assurance workflows.

NOC Coordination & Escalation Management

• Coordinate closely with Nokia Managed Services NOC Engineers and AST NOC Telco Engineers for incident triage and progress updates.

• Execute escalation procedures as defined by Service Assurance governance.

• Follow instructions from NOC and Operations leadership precisely, including severity changes and customer notifications.

Customer Communication & Transparency

• Provide timely, accurate, and structured updates to customers throughout the incident lifecycle.

• Translate technical NOC updates into clear, customer friendly communication.

• Manage customer expectations during major incidents, restoration activities, or prolonged outages.

Documentation, Audit & Governance Support

• Maintain complete and accurate incident records, communication logs, and closure notes.

• Ensure documentation supports audit requirements, SLA validation, and post incident analysis.

• Support Governance and Operations teams with incident data for reviews, reporting, and compliance.

Service Restoration & Closure Assurance

• Confirm service restoration with NOC teams before customer closure communication.

• Ensure customers receive clear confirmation of resolution and next steps, if applicable.

• Validate that incident closure meets Service Assurance quality standards.

• Ensure all deployments meet quality benchmarks, standards, and defined acceptance criteria.

Deliverables

• Accurate and complete incident tickets with full lifecycle documentation.

• Customer communication records aligned with Service Assurance transparency standards.

• Restoration confirmation records and incident closure summaries.

• Audit‑ready documentation supporting compliance and governance reviews.

Qualifications

Education

• Bachelor’s degree in Telecommunications, Electronics, IT, Computer Science, or a related discipline.

• ITIL Foundation or service management certification is preferred.

Experience

• Skills & Tags

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