Customer Care Specialist - Pune - EXFO
- Exfo Electro-optical
- 5 - 8 years
- Pune
- 6 years ago
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Job Description
At EXFO, you will work day-to-day with worldwide software development, system engineering and support teams. Your primary responsibilities will be to analyze and resolve customer issues in partnership with the different engineer teams of our solutions for network monitoring & analytics.
What you'll do
- Lead complex troubleshooting and resolve critical or escalated technical issues;
- Configure and troubleshoot customer related issues on our servers. Participate actively in on-call support with different global field partners, which may include occasional after hours and weekends shift work
- Reproduce customer issues in self built lab environments & qualify fixes provided by engineering
- Participate to customer issues prioritization calls with the various support teams
- Build automation and participate actively in the scripting strategy, to restore & resolve customer issues
- Troubleshoot customer system's performance at the hardware, software and Database level
- Be involved with software development team for future development and improvements to be implemented from the collected customer cases from the support group
- Accountable for customer satisfaction on the resolution
Technical Requirements
- Advanced level Linux skills, including installation, systems administration and troubleshooting;
- Advance level web application (Proxy, SSL, Java)
- Advanced Wireline & Wireless protocol understanding
- Advanced networking skills (TCP/IP, Subnetting, VLANs, IPv4/IPv6 routing, firewall and SSL/IPSec VPNs)
- Experience with database (SQL, Sybase, Oracle)
- Experience scripting (Bash, Python)
- Expertise with virtualization technologies (VMware, Docker), openstack
- Consideration for Big Data architecture knowledge
Required skills and aptitudes
- Strong communication and collaborative skills are a must
- Ability to communicate clearly and transparently in English, verbally and in writing, keeping the right people informed of relevant issues; French spoken is very desirable
- Work well in a fast paced, dynamic environment with geographically distributed teams
- Self-motivated, results-oriented with a strong desire to learn
- Ability to Analyze and Prioritize
- Ability to drive special task force teams to accelerate specific customer situations
- Bachelor degree in Software Engineering or Computer Science
- Minimum of 5 years in hands-on technical role
- Includes occasional after hours and weekends shift work
Job Classification
Industry: Telcom, ISPFunctional Area: IT Software - Telecom Software, Role Category: Admin/Maintenance/Security/DatawarehousingRole: Admin/Maintenance/Security/DatawarehousingEmployement Type: Full timeEducation
Under Graduation: B.Tech/B.E. in Electronics/Telecommunication, Any Specialization, Computers, B.Sc in Any SpecializationPost Graduation: M.Tech in Computers, Any Specialization, Electronics/Telecommunication, MS/M.Sc(Science) in ComputersDoctorate: Doctorate Not Required, Any Doctorate in Any SpecializationContact Details:
Company: EXFO Electro-Optical Engineering India Pvt. Ltd.Location(s): PuneWebsite: https://www.exfo.com
Keyskills: wireline protocols l3 supporr python service assurance networking skills vmware ssl vpn customer support docker cloud scripting technical support physical layer network monitoring customer satisfaction wireless protocols openstack layer 2 aws
Exfo Electro-optical
EXFO Electro-Optical Engineering India Pvt. Ltd. EXFO develops smarter network test, monitoring and analytics solutions for the world's leading telecommunications service providers, network equipment manufacturers and webscale companies-and we love what we do! With over 2,000 employees in more t...
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