Technical Support Engineer 4: Symmetricom
| Job ID | GSS080402 |
|---|
| Company Name | Symmetricom |
|---|
| Job Category | Technology |
|---|
| Location | San Jose, CA |
|---|
| Position Type | Full-Time, Employee |
|---|
| Experience | 5-10 Years Experience |
|---|
| Date Posted | April 5, 2008 (Reposted Jul 1) |
|---|
| View Symmetricom profile and job listings |
Answer telephone inquiries from customers regarding operation and documentation interpretations
Symmetricom is a worldwide leader in precise time and frequency products and services, providing "Perfect Timing" to customers around the world, including communication service providers, network equipment manufacturers, U.S. Department of Defense (DOD), aerospace contractors, enterprises, governments and research facilities. The company's timing, frequency and synchronization solutions have helped define the world's standards, delivering precision, reliability and efficiency to wireless and wireline networks, instrumentation and testing applications and network time management.
Responsibilities: -
Answer telephone inquiries from customers regarding operation and documentation interpretations for Symmetricom equipment. -
Quickly determine if equipment needs to come in to the factory for repair. -
Accurately log customer inquiries into Oracle in accordance with management guidelines for productivity and work instructions. -
Periodic visits to customer sites for training and service needs. -
Help support particular key customers in program needs. -
Achieves SGS lab determination of customer-reported problems to enable development of Product Trouble Reports. Where employee is not based in Austin, San Jose or Santa Rosa location with lab accessibility may coordinate problem replication with staff members based at lab locations. -
Uses Oracle Knowledge Base to solution-search problem symptoms or record new troubleshooting
esolution definitions. -
Effective crisis management skills for handling critical customer out of service conditions. -
Position requires contact with staff/customers on nights, weekends and holidays potentially. Position may require travel. -
Other tasks as required.
Essential Qualifications: -
Bachelor?s degree or equivalent. -
5-7 years telephone experience in technical support call center and/or field service operations. -
Electronics background. -
Proficient with synchronization, time and frequency products (Symmetricom products a plus). -
Familiarity with customer central office environment and procedures. -
Basic knowledge / understanding of networks, protocols and switching technologies including TCP/IP, ATM, T1, T3, DSL, NAT, VPN, PPP, PPOE and DSLAMs. -
Familiarity with PBX, Router, Bridge, Switch, Gateway and Firewall equipment. -
Knowledge of NTP, SNMP, SNTP. -
Demonstrated proficiency with computer hardware and software such as MS Office applications (Word and Excel key), Oracle 11i CRM or equivalent, Noetix reporting, Cisco ACD call center or similar. -
Pleasant and courteous telephone manner. -
Ability to accurately and succinctly summarize customer reported trouble to ticket format in services and knowledge base modules (or experience in similar CRM tools) -
Ability to guide customers through troubleshooting and corrective steps verbally. -
Must be responsible, highly dependable, extremely accurate, neat and organized. -
Must have strong team skills. -
Must be flexible in tasks and time. -
Must be a self-starter once trained. -
Must be a quick learner, wanting to continually gain knowledge. -
Excellent verbal and writing skills. -
Ability to effectively interface with various internal and customer departments and levels. -
Ability to interpret and analyze data.
Desired Qualifications:
To apply for this position, please send your resume and contact information to jobs@symmetricom.com and reference job number GSS080402.
 |
