Job Description
Responsibilities
- Ability to communicate with customers - listen to and understand the problem, clearly explain detailed technical information
- Ask customers targeted questions to quickly understand the root of the problem
- Diagnosing and troubleshooting technical issues in an expedient manner based on technical level
- Track issues through to resolution, within agreed time limits. Properly escalates unresolved issues to the appropriate next level / internal teams
- Provide prompt and accurate feedback to customers / partners
- Refer to internal database or external resources to provide accurate technical solutions
- Lead troubleshooting & brainstorming discussions
- Influencing/mentoring Technical Support Engineers assisting with their development
- Ensure all issues are properly logged – follow case management process expectations
- Prioritize and manage several open issues at one time
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