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Customer Support Specialist

Richardson, United States

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
  • Cloud base applications (EX: AWS & Azure)
  • Cloud Native Orchestration (EX :Kubernetes & Docker)
  • Cloud Native Application monitoring (EX : Prometheus & Grafana)
  • Search Engine/Database (Elasticsearch, Mongo)
  • Big Data (EX: Hortonworks, CloudEra)

 

Considered:

  • 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
  • Hardware & OS configuration: Linux (Redhat, CentOS) and Windows (Server 2012 and 2016).

 

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.

 

Customer Support Specialist Richardson, United States | Posted 8 days ago

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