Global Support Expert

hace 5 días

Ciudad de México, Ciudad de México Barco A tiempo completo

Global Support Expert– Enterprise Division (US office based)

The 3rd Level Support Team within our Enterprise Division is responsible for resolving complex customer issues. This international team of support experts operates within specialized scopes based on individual technical expertise and background.

Key Responsibilities

  • Provide advanced 3rd level technical support for customers in our Enterprise Division, with a focus on Meeting Experiences (MTR and related technologies).
  • Participate in expert helpdesk activities for our global customer base, with a primary focus on the US region.
  • Analyse incidents and problems, reproduce issues in our lab environment, and collaborate closely with R&D engineers to deliver effective solutions.
  • Analyse possible network issues where our products are integrated in. (e.g. Wireshark, Pcap analysing)
  • Occasionally deliver on-site support to international clients.
  • Proactively maintain both the internal knowledge base and your own expertise in supported products and related technologies (e.g., operating systems, wireless networks, Teams Room and Zoom Room applications).
  • Support second-line engineers internally and across our global partner network.
  • Provide regular service feedback to sales, project management, and service teams to ensure alignment between customer needs and divisional goals.
  • Report potential product issues or improvement opportunities to Product Management to uphold high product quality standards.

Profile – What We're Looking For

  • Bachelor's or master's degree in Networking or Electronics,. Experienced service professionals with strong customer orientation, as well as recent graduates, are encouraged to apply.
  • Proven experience in at least two of the following areas:
    • IT network configuration (wireless, routers, switches)
    • Customer service and support
    • In-depth knowledge of Microsoft Teams Rooms (MTR), Intune deployments, and Teams support
  • Strong analytical skills with attention to detail and quality.
  • Ability to work independently with a customer-centric and service-minded approach.
  • Excellent communication skills across all levels, with the ability to handle sensitive situations diplomatically.
  • Fluent in English; additional languages are a plus.
  • Willingness to travel internationally up to 15% of the time.

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