Technical Support Representative
Irvine, CA

Job Description

Responsibilities

* Use computer networking knowledge to resolve customer technical issues by responding to technical support requests (installation, configuration, and troubleshooting) via phone, fax, email, or web
* Prioritize requests, log cases into the tracking system, investigate the problem's root cause (determine the correct solution, providing status updates to customers and resolve the case in a timely manner, while maintaining the highest levels of customer satisfaction)
* Stay abreast of new product introductions, competitive products, new technology, new methodologies, and technology standards
* Demonstrate knowledge by developing FAQs for the Web, review product documentation for accuracy, and ease of use, and recognize reoccurring problems as early as possible
* Keep management and team informed of escalation activity, modifications to process, and RMA activity

Skills and Competencies

* BSCE/BSEE or some College with an emphasis on network product-related technology
* 5+ years Networking technology support with external customers
* Strong knowledge of TCP/IP routing and subnetting and familiarity with IEEE Ethernet standards including 802.3, 802.11, 802.1x personal and enterprise
* Wireshark experience a plus
* Familiarity with serial and wireless communications and major OS (DOS, Win, UNIX/LINUX, OS)
* Ability to remain positive while dealing with customers or complex product-related issues
* Use strong verbal and written communication skills to resolve issues quickly, to provide an appropriate solution, and to build relationships
* Ability to multitask and work in a team environment
* Ability to learn, manage and support multiple product lines
* Ability to respond to customers, on their level, focusing on their specific needs
* Experience using a CRM is a plus
* Experiience with Cellular communications, GSM/GPRS/SMS knowledge a plus