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Customer Care Specialist

Canada

Montreal

We are looking for a Customer Care Specialist to join the EXFO’s service assurance, systems & solution customer support group. The person we are looking for possesses strong customer facing skills with a focus on systems administration & troubleshooting.

At EXFO, you will work day-to-day with our worldwide system engineering and Technical support teams. Your primary responsibilities will be to analyze and resolve customer issues in partnership with the different engineer teams of our solutions for network monitoring & analytics.

 

Responsibilities

  • Lead complex troubleshooting and resolve technical issues from customers 
  • Participate actively in on-call support with different global field partners or end customers
  • Troubleshoot customer system’s performance at the hardware, software and Database level
  • Accountable for customer satisfaction on the resolution and maintaining SLA (Service Level Agreements)
  • Participate to customer issues prioritization calls with Technical Support team
  • Build automation and participate actively in the scripting strategy, to restore & resolve customer issues
  • Main point of contact for one or several customers for maintenance, support and Customer Care activities
  • Ability to drive special task force to accelerate specific customer situations proactively
  • Assist the deployment team with site commisionning activities 
  • Mobile / willing to travel (with access to a vehicle) in order to ensure on-site maintenance, support activities and/or site installation

 

Technical Requirements

  • Advanced level Linux skills, including installation, systems administration and troubleshooting
  • Wireless protocol understanding
  • Advanced networking skills (TCP/IP, Subnetting, IPv4/IPv6, Topology knowledge)
  • Experience with database (SQL, Sybase, Oracle, Mongo, Postgres)
  • Experience in Docker, DevOps tools and Kubernetes.
  • Expertise with virtualization environments like VMWare
  • Experience in Cloud computing like AWS and GCP
  • Consideration for Big Data architecture knowledge like Hadoop
  • Understanding of Mobile networks architecture 2G/3G/4G/5G 

 

Required skills and aptitudes

  • Strong communication and collaborative skills
  • Ability to communicate clearly and transparently in English, verbally and in writing, keeping the right people informed of relevant issues
  • Work well in a fast paced, dynamic environment with geographically distributed teams;
  • Self-motivated, results-oriented with a strong desire to learn;
  • Ability to Analyze, Prioritize and strong Problem Solving capabilities
  • Customer Focused

 

Qualifications

  • Pertinent experience: 3 to 5 years experience in IT or telecom and similar role
  • Language requirements: Fluent in English and French, Spanish is considered
  • Education: BS/MS Degree level in Software Engineering, Computer Science or equivalent
  • Includes occasional after hours and weekends shift work
Customer Care Specialist Montreal, Canada | Posted 2022年4月5日

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