Technical Support Representative

Local company working for a global IT security company is looking for Technical Support Representatives.

This position works in coordination with the company’s Customer Support & Services Global Support Centre and directly with its customers and partners to provide world class support for the company’s products.

The Customer Service Engineer (CSE) is responsible for ensuring customer satisfaction by delivering high quality customer service to the customers with whom they interact.

Responsibilities
• Provide timely response and resolutions of internal and external customers and partners technical issues, completed in a professional manner and meeting customer expectations.
• Build strong and positive relationships with clients at various levels, employing strong customer management skills to recognize impact to customers business and take appropriate action.
• Achieve a thorough understanding of product architecture, technical components and installation/configuration best practices.
• Work with Systems Engineers and Engineering groups to escalate and resolve customer issues, log any bugs or feature requests.

Experience and education requirements
• Fluent in English (First Certificate or higher).
• Advanced electronic engineering student or finished relevant technical degree
• Working knowledge in TCP/IP and LAN & WAN Networking technologies.
• Working knowledge of Wireshark or equivalent packet analysis troubleshooting tool.
• Demonstrate strong troubleshooting skills; be analytical in problem solving along with excellent customer service skills.
• Have a “can do” attitude.
• Ability and willingness to learn technologies quickly and proficiently.
• Proven experience in Networking technologies.

Beneficial
• Knowledge of information security technologies.
• Working knowledge of Internet Services: Web Services, Media Servers, Proxy services etc.
• Working knowledge of HTTP.
• CCNA and/or CCNP certified.

Working hours
• 26 weekly hours