Technical Support Representative
Richardson, TX

Job Description

Building platforms that connect everyone and everything is more than our mission - it's our inspiration. At Calix we build solutions that connect the world. Creating networks of the future requires more than breakthrough technologies, it requires the outstanding individuals who make this possible. Every day we embrace a challenger-mindset and show up with a purpose to inspire our peers and our customers to achieve things that haven't been done before. From California to China you'll find creative colleagues who are clear on their roles and committed to creating value for our customers, our company, and each other.

If you share our passion come join the team and make the future happen.

We are looking for a passionate and highly motivated individual to join our Technical Assistance Center (TAC) team. As a Technical Support Representative, you will play an integral part of the TAC team coordinating customer issues.

Responsibilities:

* Serve as the first point of contact for Tier 1 technical issues for our clients and make sound decisions quickly.
* Having a strong customer focus a must, paired with ability to quickly learn/demonstrable Troubleshooting and Networking competency
* Understanding and documenting the customer's requirements, managing expectations, and providing excellent customer service.
* Analyzing customer requests and forwarding them to specialized technical experts.
* Identifying and submitting ideas for knowledge base articles based off the most frequent conversations/questions you receive on a daily basis.
* Be a friendly voice/representative of Calix, analyzing customer requests, setting appropriate expectations and forwarding them to specialized technical experts.
* Be resourceful in searching for answers through documentation, knowledge base, communities and provide informational request resolutions.

Qualifications:

* Proven problem-solving skills with a strong sense of customer commitment
* Strong communication and organizational skills and work effectively in a team environment.
* 1-3 years of experience in Customer Service, Technical Support, Networking or QA of Network/Security products
* A.S. in Engineering/Computer Science or equivalent experience in a technical field an advantage
* Experience working for a telecom equipment manufacturer or service provider beneficial.

Location:

* Richardson, TX