Partner Success Center Agent

The role

This person will act as the primary interface between customers and technical operations for satellite-to-mobile services. They will handle incident intake, service monitoring coordination, communication management, and lifecycle tracking.

What you will do

• Act as the first point of contact for customers reporting service incidents, degradation, or operational queries.
• Receive incident reports and log them into the incident management system.
• Classify incidents based on severity, service impact, and domain.
• Maintain full lifecycle tracking of incidents from creation through closure.
• Route incidents to the correct NOC or Managed Services team.
• Coordinate with Nokia Managed Services NOC Engineers and AST NOC Telco Engineers for triage and updates.
• Execute escalation procedures as defined by Service Assurance governance.
• Provide timely, accurate, and structured updates to customers.
• Translate technical NOC updates into clear, customer-friendly communication.
• Manage customer expectations during major incidents or outages.

Required qualifications

• Bachelor's degree in Telecommunications, Electronics, IT, Computer Science, or a related discipline.
• 2-5 years of experience in telecom service assurance, NOC support, customer operations, or incident management roles.
• Strong understanding of incident management fundamentals.
• Working knowledge of telecom service domains such as RAN, core, transport, OSS/NMS, gateway, and satellite service chains.
• Ability to interpret operational inputs such as alarms, incident updates, and service impact indicators.
• Strong customer-facing communication skills, both written and verbal.
• High attention to detail with disciplined documentation practices.
• Ability to remain calm and structured during high-severity incidents and time-critical situations.
• Strong coordination skills across Service Assurance, Managed Services, NOC, and engineering teams.
• Proficiency with ITSM/incident management tools (ServiceNow, Remedy, Jira Service Management, or equivalent).
• Proficiency with collaboration and documentation tools (Outlook, Teams, Confluence, SharePoint).
• Proficiency with OSS/NMS dashboards and operational monitoring views.

Nice to have

• ITIL Foundation or service management certification.
• Experience supporting mobile, satellite, or hybrid telecom networks in regional or global operations environments.
• Prior experience in 24x7 operational environments.

About the company

AST SpaceMobile and its global partners are building the first and only space-based cellular broadband network to be accessible by standard smartphones. The network is designed to provide connectivity at 4G/5G speeds everywhere on the planet.