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 Analyst ensuring IT systems functionality while enhancing user experience through quality support. Responsibilities include user training and technical issue resolution.
Responsibilities
- Provide efficient, high-quality technical support to ensure the full operation of IT systems and infrastructure, troubleshoot issues, and meet users' needs, contributing to excellent service and the satisfaction of internal and external customers.
- Continuously improve content creation and the development of questions-and-answers on the Client Portal, ensuring delivery of relevant, informative, and easy-to-understand materials to enhance the user experience.
- Record videos, including tutorials and presentations for clients or visitors to our website or blog.
- Initiate the setup of environments for testing and/or new clients, ensuring efficient execution.
- Generate reports for active clients, including relevant information about their use of services.
- Receive the handoff from first-line support and proceed to resolve the issue diligently and effectively.
- Provide platform training to new clients after migration is completed.
Requirements
- English - level 4
- Technologist
- Postgraduate degree
- Bachelor's degree
- Communication - level 2
- Teamwork - level 2
- Self-development and Continuous Learning - level 2
- Commitment - level 2
- Proactivity - level 2
- Business acumen and sense of ownership (engagement, customer focus, commitment to results) - level 2
- Customer Relationship - level 2
- Conflict and Interest Management - level 2
- Written and verbal communication (composition and grammar) - level 2
- Monitoring and Follow-up - level 2
- Ambition - level 2
Benefits
- Health insurance
- Home-office allowance
- Life insurance
- Meal allowance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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