Tech Support Engineer Req ID 81875 Date Sep… at CommScope · Location…

General Summary

The Technical Support Engineer (TSE) will be responsible for providing first level of Technical Support for various technologies in CommScope products to our ANS customers

Duties & Responsibilities

• Be the first technical point of contact for the customer
• Demonstrate the ability to work with the Escalation team and/or engineering teams to manage escalated cases
• Work closely with SE teams internally on larger networks and more complex issues
• Identify customer problems/issues and assist customers to resolve issues while consistently providing great Customer Experience
• Identify and reproduce customer technical problems in a test/lab environment
• Work on day-day tickets, follow up with clients, provide feedback, and see problems through to resolution
• Ensure proper case documentation and closure
• Generate clear and concise documentation in the form of case notes, technical tips, and white papers
• Notify and discuss with Senior, Staff, Senior Staff, or Principal Engineers on calls and emails that require assistance.
• Timely handoff (escalation) of cases that require advanced technical investigation by the Escalation Team
• Manage customer expectations and make sure the customer is receiving the highest quality of service
• Document customer issues for future reference and build a knowledge base of the solutions given to the customer
• Actively participate in training and improve product and process knowledge
• Understand the SLA’s and work/align style of working towards meeting them
• Flexible to support on-site work schedules as required.
• Willingness to adapt to changing shifts and operational needs.
• Comfortable working in a dynamic environment with evolving priorities.

SKILLS REQUIRED
• Skills Required
• 2 years of customer support experience
• Bachelor’s degree in systems engineering, or related field
• Multiple language skills (English & Spanish)
• Preferably worked as a Tech Support engineer
• Excellent written and oral communication ability, including formal presentation skills to customers, partners, and support teams
• Networking Expertise:
o Basic Intermediate
• Linux Expertise:
o Basic Knowledge

GENERAL COMPETENCIES

Communication/work style:

• Excellent communication/interpersonal skills to clearly articulate ideas, frame problems, and offer solutions
• Strong interpersonal skills with a focus on customer satisfaction
• A belief in ownership
• Ability to drive for results and meet tight deadlines while maintaining a high level of accuracy and attention to detail
• Must maintain a professional attitude and be highly motivated and self-directed
• Encourages and accepts feedback

OTHER

Experience considered favorably:

• Multiple language skills
• Experience working in (or with) a vendor: Cisco, Juniper (routers, switches), Arista, Extreme Networks, Dell, HP, Alcatel.
• Relevant industry accreditations/certifications: CCNA, CCNP- R&S, JNCIA, JNCIS-ENT/DC