Partner Success Center Agent

AST SpaceMobile is building the first and only global cellular broadband network in space to operate directly with standard, unmodified mobile devices based on our extensive IP and patent portfolio and designed for both commercial and government applications. Our engineers and space scientists are on a mission to eliminate the connectivity gaps faced by today’s five billion mobile subscribers and finally bring broadband to the billions who remain unconnected.

Position Overview

We are seeking a PSC Agent to serve as 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, this person acts as the primary interface between customers and technical operations, ensuring transparent communication and 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, and establishes baseline customer-facing support capacity within Service Assurance designed to scale as service demand grows. 

Key Responsibilities:

• 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.
• 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.
• 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.
• 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.
• Maintain complete and accurate incident records, communication logs, and closure notes.
• Ensure documentation supports audit requirements, SLA validation, and post-incident analysis.