Customer Support Specialist

hace 4 semanas


Ciudad de México, Ciudad de México Gigamon A tiempo completo
Job Description:

Gigamon is seeking a highly skilled Sr. Technical Support Engineer to join our Global Support team.

About the Role:

We are committed to delivering top-tier user support experiences using SalesForce service cloud software, interacting with customers/partners through various channels, and providing accurate technical solutions to user-reported problems.

Key Responsibilities:
  • Deliver exceptional customer support using SalesForce service cloud software
  • Interact with customers/partners via phone, email, shared screen sessions, and case management system
  • Collaborate with internal teams to resolve technical issues while analyzing and reporting on customer satisfaction
  • Create and update knowledge base articles
  • Apply advanced troubleshooting techniques for critical problems spanning multiple products and features
  • Report defects to Engineering after lab replications
  • Participate in rotational 24*7 on-call support to provide escalation coverage to Elite customers outside regular work hours
Requirements:
  • Bachelor's degree in Computer Science, Computer Technology, or related technical discipline
  • 2+ years of Technical support experience in networking or security
  • Hands-on experience with L2 and L3 technologies including Ethernet, TCP/IP, Routing Protocols, switching technologies, Stacking, QoS
  • Advanced/Fluent in English and Spanish (verbal and written)
  • Solid knowledge of TCP/IP and OSI networking model
  • Excellent problem-solving and multitasking skills
Location:

Mexico City

Estimated Salary:

$60,000 - $80,000 per annum



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