* 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
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