Customer Support Specialist

hace 1 semana


Xico, México Gigamon A tiempo completo

We are seeking a highly skilled Technical Support Engineer to provide exceptional support to Gigamon customers and partners. This role requires a friendly, polished communicator committed to solving complex problems and delivering high-level customer satisfaction.

**Key Responsibilities:**

Deliver a top-tier user support experience using SalesForce service cloud software.

• 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.

• 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 the on-call roster as necessary to provide support coverage outside of standard business hours and be available after-hours for emergencies.

**Required Qualifications:**

A Bachelor's degree in Computer Science, Computer Technology, or a related technical discipline is required. Additionally, we require advanced or fluent proficiency in English and Spanish (verbal and written), minimum 2 years of Technical support experience in either networking or security, hands-on experience with L2 and L3 technologies, solid knowledge of TCP/IP and OSI networking model, excellent problem-solving and multitasking skills, and the ability to organize and prioritize responsibilities effectively to meet deadlines.

**Location:** Mexico City, Mexico. Estimated salary: $60,000 - $80,000 per year, depending on experience.



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