Customer Support Specialist
hace 4 semanas
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
- 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
Mexico City
Estimated Salary:$60,000 - $80,000 per annum
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