Under the supervision of the Technical Support Manager and according to general company policies, you will provide customers with technical assistance via telephone, email, web conference, or on-site. You will be asked to specialize on all Transport (Sonet/SDH analyzers) and Datacom (Ethernet, Fiberchannel) products, as well as our DSL and Copper test equipment. In addition to traditional technical support, field service, commissioning and on-site training will give you an opportunity to work face to face with EXFO customers.
For common problems and issues of moderate complexity, you should be able to handle these with little or no assistance. For more complex issues, you are expected to take a leadership role in managing the customer contact and to liaise with other departments to deliver a solution to the customer’s problem.
This is a challenging position where you will be a member of a medium-sized satellite support center, located in Montreal, Canada. Some travel may be required.
ACADEMIC AND PROFESSIONAL REQUIREMENTS
Education: College diploma in computer science, electronics, optics or physics, or telecommunications
Travel: Available for periodic travel
Pertinent experience: 4 years in a technical customer service or internal support environment
Language requirements: English