Job Responsibilities : Specialist, Customer Technical Advocate
Salary : $17 per hour
Company : Ciena
Location : Remote
Responsibilities
- Partner with franchise members on customer business reviews difficult customer situations improvement initiatives and support-related contract activities.
- Trusted technical advisor to develop rock solid customer relationships across the customer’s business to include Engineering Operations and Implementation.
- Proactively monitor and prioritize technical support case work to ensure all service level objectives and agreements are met for the franchise.
- Coordinate and facilitate customer business meetings to answer technical questions or concerns related to product support issues on Ciena hardware and software platforms.
- Translate and communicate complex technical root cause analysis reports and relevant product bulletins between Ciena subject matter experts and the customer.
- Work with our Services and Support delivery teams closely monitoring Customer Success Indicators ensuring post sales technical issues are proactively identified and addressed.
- Represent Global Technical Support during customer operational and business reviews and proactively suggests solutions to customer concerns.
Skills & Requirements
- Bachelor’s Degree in Computer Sciences Electrical Engineering or Business Administration preferred or relevant years of work experience in a high-tech environment
- Experience with Ciena products (e.g. 6500 8700 MCP etc.) while serving in a Technical Support Technical Account Management Network Engineering or Design role
- Leadership qualities with high integrity
- Out of the box thinker that challenges the status quo
- Ability to influence through persuasion negotiation and consensus building
- Strong business judgment and ability to think through complex business issues
- Strong analytical skills with the ability to translate data into actionable insights
- Relentless passion to drive business growth while elevating the customer experience
- A dynamic personality that is collaborative empathetic passionate and customer focused
- Results-driven a bias for speed action and a relentless passion for the customer experience
- Professional presence to communicate and present to all levels of leadership within Ciena and customers
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