Technical Support Associate providing advanced post - sales support for Ciena networking systems. Analyzing technical issues and collaborating with global teams for effective solutions.
About the role
- Technical Support Agent assisting clients with technical issues and inquiries. Responsible for troubleshooting software, hardware, and networking problems while ensuring high customer satisfaction.
Responsibilities
- Troubleshoot and resolve technical issues related to software, hardware, and networking.
- Respond to customer inquiries via phone, email, and chat with professionalism and empathy.
- Guide users through the installation and configuration of software or hardware solutions.
- Document ongoing issues and resolutions in our ticketing system to track progress.
- Work collaboratively with other team members to share insights and solutions.
- Stay updated on the latest technology trends and product information.
Requirements
- Associates degree in Computer Science or related discipline with computer classes. Equivalent experience may be considered in lieu of formal education.
- Minimum of two (2) year of programming experience in and strong knowledge of one or more of the following technologies: SQL Database, Read system log files, PHP, Sharepoint.
- Demonstrated analytical skills with the ability to problem-solve with customers by listening, understanding and responding to the needs of the customer.
- Knowledgeable about Help Desk activities, including define, implement and monitor escalation process.
- Customer relationship skills in a call center environment and the ability to collaborate with all business units.
- Strong analytical skills and demonstrated ability to develop solutions and alternatives that meet business goals.
- Effective verbal and written communication skills with the ability to listen and communicate with technical and non-technical clients.
- Bilingual (Spanish/English C1).
Benefits
- All legal benefits
- Life Insurance
- Savings fund
- Paid Training
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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