Customer Care Specialist

Job summary

• Within the customer Support Services organization,your mission will consist in providing post-sales support on EXFO Products and Solutions.

What you’ll do

• You will be the key point of contact for several customers for maintenance and customer support activities
• You will analyze and troubleshoot incidents raised by customers in order to ensure service restoration
• You will define, communicate and implement action plans to solve incidents
• You will be responsible of restoration and resolution of SLA and communication through customers
• You will manage technical escalation in collaboration with the Technical Support Level 3
• You will ensure customer satisfaction and onboarding with EXFO’s solutions

What we’re looking for

Technical skills

• Linux Red Hat and Windows Server 2008/2012 Operating Systems
• Database: MySQL, Sybase, PostgreSQL, Oracle
• Full understanding of 2G, 3G & 4G network architecture and associated interfaces & protocols
• Virtualisation environments ESX/VMWare
• Understanding of Optical networks
• Good knowledge of EXFO Products & Solutions

Required aptitudes

• Project management ability, with good reporting to higher level and management
• Telecom knowledge and understanding
• Accountable
• Autonomous
• Problem Solving capabilities
• Good written & verbal communication skill
• Customer Focused

Must have

Pertinent experience: +/- 7 years’ experience in IT and customer care field

Language requirements: Fluent in English  

Education: BS/MS Degree level in Computer Science or equivalent

Any other combination of experience/studies will be considered.