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Job Description:
The Technical Customer Support Engineer will be responsible for working directly with customers in the timely and accurate resolution of standard and complex technical support problems, questions, and other technical issues.
*This is a 2nd shift position to allow us to better meet the needs of our customers. The hours are 12pm to 9pm (ideal candidate will have flexibility to work 9am-6pm during training).
Essential Responsibilities:
-Work through resolution of technical service calls according to generalized procedures and specialized understanding of complex product issues
-Ensure that all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation
-Log in all service data required for tracking
-Maintain a high level of technical competence on Netscout products and related technologies. May act as subject matter expert on specific product group
-Ensure timely delivery of replacement parts to warranty and contracted customers
-Ensure all customers received prompt & courteous support enabling the highest possible customer satisfaction
Requirements:
-3-5 years experience in a customer support environment
-Degree in Computer Science or related technology
-Advanced level experience with networking products and applications
-Solid problem solving skills and experience in troubleshooting complex network issues
-Proven ability to successfully deal with internal and external customers, field sales, or others on critical and intense issues
-Working knowledge of all standard office suite applications and database management
-Diligent attention to detail
-Effective organization and time management skills
-Strong interpersonal and leadership skills
-Ability to manage many tasks simultaneously
-Proven ability to work under pressure and time constraints
-Solid verbal and written communication skills
-MCSE and/or CCNA certification desired
-Linux administration preferred
-Database Administration or SQL experience a plus
-Ability to work 12:00pm to 9:00pm M-F
-Bilingual language skills (Spanish or Portuguese) are a plus
Additional Information:
The people behind our products are responsible for our company's success, and we take your career ambitions seriously. As a NetScout Systems employee, you'll enjoy a generous benefits package, including a liberal vacation policy, matching 401k plan, tuition reimbursement, medical, dental, domestic partner benefits, company-paid life insurance, short and long term disability and AD&D. We also offer both a Flexible Medical and Childcare Spending Account.
Application Instructions:
For immediate consideration, please apply by clicking on the below button, "Apply Online", or visit our Web site at www.netscout.com.
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