Job summary
- Within the customer Support Services organization,your mission will consist in providing post-sales support on EXFO Products and Solutions.
What you’ll do
- You will be the key point of contact for several customers for maintenance and customer support activities
- You will analyze and troubleshoot incidents raised by customers in order to ensure service restoration
- You will define, communicate and implement action plans to solve incidents
- You will be responsible of restoration and resolution of SLA and communication through customers
- You will manage technical escalation in collaboration with the Technical Support Level 3
- You will ensure customer satisfaction and onboarding with EXFO’s solutions
What we’re looking for
Technical skills
- Linux Red Hat and Windows Server 2008/2012 Operating Systems
- Database: MySQL, Sybase, PostgreSQL, Oracle
- Full understanding of 2G, 3G & 4G network architecture and associated interfaces & protocols
- Virtualisation environments ESX/VMWare
- Understanding of Optical networks
- Good knowledge of EXFO Products & Solutions
Required aptitudes
- Project management ability, with good reporting to higher level and management
- Telecom knowledge and understanding
- Accountable
- Autonomous
- Problem Solving capabilities
- Good written & verbal communication skill
- Customer Focused
Must have
Pertinent experience: +/- 7 years’ experience in IT and customer care field
Language requirements: Fluent in English
Education: BS/MS Degree level in Computer Science or equivalent
Any other combination of experience/studies will be considered.
