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DescriptionDescription**Responsibilities**:- Deliver a top tier user support experience using Sales Force service cloud software.- Be the customer’s contact for providing accurate technical solutions to user reported problems.- Update and document the details of the issues, the steps taken to solve it, follow up conversations, escalations, and resolution in our case management system.- Participate in the 24*7 on-call support rotation to provide after-hours support coverage.- Creating and publish knowledge articles from lessons learned.- Ability to manage customer escalations and drive issues to completion while keeping others in the loop.**Requirements**:Description**Responsibilities**:Deliver a top tier user support experience using Sales Force service cloud software.Be the customer’s contact for providing accurate technical solutions to user reported problems.Update and document the details of the issues, the steps taken to solve it, follow up conversations, escalations, and resolution in our case management system.Participate in the 24*7 on-call support rotation to provide after-hours support coverage.Creating and publish knowledge articles from lessons learned.Ability to manage customer escalations and drive issues to completion while keeping others in the loop.Required Qualifications:BS or equivalent experience is desired.Minimum 2 to 4 Years of Technical Services experience in either Cloud, or networkingStrong operating and troubleshooting knowledge in few of following areas.TCP/IP, VMware, AWS/Azure, Authentication, SSL, and Test Equipment eg, IXIACustomer facing experience in Private and Public Cloud technologyStrong operating, troubleshooting, and debugging knowledge across various virtual and cloud technologies. Familiar with configuration management toolsPrefer industry certification in Cloud and Virtualization domainPossess excellent listening and people management skills.Strong communication and presentation skills in verbal and written EnglishMust be willing to learn new skills, be a self-started and team player.Fun to work with for our customers and the teamWe offer a comprehensive and competitive total compensation and benefits package, and a collaborative work environment. Gigamon, LLC is an Equal Opportunity Employer. All offers of employment with Gigamon are contingent upon the successful completion of a background and reference check. We reserve the right to determine the suitability of an applicant for a position based on an evaluation of all available information.The job description is representative of typical duties and responsibilities for the position and it is not all inclusive. Other duties and responsibilities may be assigned by Gigamon based on the Company’s needs.4 years
