Technical Support Professional

hace 2 semanas

Ciudad de México, Ciudad de México Gigamon A tiempo completo
About the Role

At Gigamon, we are seeking a highly skilled Technical Support Professional to join our team. Our purpose is to protect the hybrid networks and data of the largest, most complex organizations on the planet.

As a Technical Support Professional, you will be responsible for providing world-class support to our customers and partners. This role requires a friendly, polished communicator committed to solving complex problems and delivering high-level customer satisfaction.

Key responsibilities include:

  • Deliver a top-tier user support experience using SalesForce service cloud software.
  • Interact with our customers/partners using our case management system, phone, email, and/or shared screen sessions.
  • Be the customer's contact for providing accurate and creative technical solutions to user-reported problems.
  • Update and document the details of the issues, and the steps taken to solve them, follow-up conversations, escalations, and resolution in our case management system.
  • Create and add to knowledge base articles in our knowledge base.
  • Apply advanced troubleshooting techniques (debug and diagnosis) on critical problems that may span multiple products and features, including the ability to isolate, replicate and create workarounds to achieve high levels of customer satisfaction.
  • Report defects to Engineering after lab replications, meeting the Escalation standards.
  • Work collaboratively within the Support organization in driving Support process improvements and initiatives.
  • Participate in periodic weekend shifts and rotational 24*7 on-call support to provide escalation coverage to Elite customers outside of regular work hours.
  • Manage customer escalations and drive issues to completion while keeping involved parties in the loop.
  • Work with other organizations to convey customer concerns and requirements.

Requirements:

  • Bachelor's degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience.
  • Preferred 0-2 Years of Technical support experience in either networking or security
  • Hands on experience with L2 and L3 technologies including Ethernet, TCP/IP, Routing Protocols, switching technologies, Stacking, QoS preferred
  • Advanced or Fluent in English and Spanish (verbal and written)
  • Solid knowledge of TCP/IP and OSI networking model
  • Excellent problem solving and multitasking skills with the ability to organize and prioritize
  • Fun to work with – for our customers and your team
  • Must live within 50 miles of Mexico City
  • Preferred certifications - Associate/professional level Industry certs in Networking/Security technologies, . CCNA/CCNP etc.

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