Techical Support Engineer / Customer Service - Ruckus (BB-E9F9A)

Encontrado en: Neuvoo CR


Essential Functions/Core Responsibilities

• Assist external/internal users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems

• Troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products

• Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed

• Solve problems that are generally unstructured and require extensive use of conceptual thinking skills

• Serve as a resource to other support personnel

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

• Clarify customer requirements; probe for understanding

• Prepare complete and accurate work including appropriately notating accounts as required

• Participate in activities designed to improve customer satisfaction and business performance

• Log all incoming calls and accurately complete case notes in the call tracking database

  • A minimum of 18+ months of experience in Networking
  • 4 Modules of CCNA Completed (Certification is preferred)
  • Troubleshooting skills on STP, ACLs, VLANs, Multicast, VRRP, BGP,OSPF,RIP and MPLS
  • Technical expertise in resolving Layer 2/3 IP Issues
  • Knowledge of IP Switches and Routers
  • Network Troubleshooting skills (Packet capture, ping, traceroute)
  • 18+ years old
  • High School Diploma
  • 90% of verbal and written communication skills in English
  • calendar_todayhace 2 días


    location_on Provincia de Heredia, Costa Rica

    work Concentrix

    Autorizo expresamente a Términos y condiciones

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