Customer Technical Support Resume Samples

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BL
B Leffler
Bradly
Leffler
68810 Evelyn Tunnel
San Francisco
CA
+1 (555) 236 4545
68810 Evelyn Tunnel
San Francisco
CA
Phone
p +1 (555) 236 4545
Experience Experience
10/2014 present
Dallas, TX
Manager, Customer Technical Support
Dallas, TX
Manager, Customer Technical Support
10/2014 present
Dallas, TX
Manager, Customer Technical Support
10/2014 present
  • Provides regular and adhoc reports to senior management relative to metrics regarding work volume, service levels, quality outcomes, etc
  • Delivering high quality support collateral Establishing and achieving recurring support performance goals
  • Assists with the development of call center technology and productivity tools
  • Provides guidance and/or assistance to IP Support Supervisors and CAEs with resolution of difficult subscriber questions and/or issues
  • Ensures that work/escalated issues are addressed and completed in a timely manner
  • Provides input as well as communicates company strategy and motivates the CAE team toward achieving company vision
  • Tracks, analyzes, and reports performance data on key departmental initiatives
05/2010 09/2014
Houston, TX
Supervisor, Customer Technical Support
Houston, TX
Supervisor, Customer Technical Support
05/2010 09/2014
Houston, TX
Supervisor, Customer Technical Support
05/2010 09/2014
  • Ensures optimum of customer service staffing levels through efficient scheduling and adjustment to meet peak service demands
  • Provides feedback, coaching and disciplinary action to employees, oreffectively recommends such actions, to help improve employee performance
  • Provides feedback, coaching and disciplinary action to employees, or effectively recommends such actions, to help improve employee performance
  • Demonstrates familiarity with www, internet, email, TCP/IP, OS, networking and routers to troubleshoot hardware/software configurations
  • Collects, compiles, and analyzes data to identify trends from statistical analysis and makes recommendations to management for improving Customer Service
  • Escalate billing system concerns
  • Provide support and training to team members
04/2005 02/2010
New York, NY
Customer Technical Support
New York, NY
Customer Technical Support
04/2005 02/2010
New York, NY
Customer Technical Support
04/2005 02/2010
  • Provide & develop training for customers
  • Assist customers with identifying problems & provide resolution
  • Provide second/third level technical support for Optical and Data/IP technologies to Cisco customers, partners, account teams, and other TAC engineers
  • Identifying and incorporating improvements to the Engine Manual, Aircraft Maintenance Manual, and Troubleshooting Manual based on field issues, customer feedback, One-Time-Concession (OTC) history, and E-Net cases
  • Being flexible, willing to work abroad short/mid term
  • Provide technical material and/or on-site support for regional forums and conferences
  • Observe trends with technical issues and recommend improvements to design, documentation or implementation
Education Education
Bachelor’s Degree in Medical
Bachelor’s Degree in Medical
California State University, Los Angeles
Bachelor’s Degree in Medical
Skills Skills
  • Strong telecommunication technology knowledge in xPON, IP/MPLS, IPTV area and relevant ITU standards
  • Strong knowledge on Alcatel-Lucent/NOKIA Fixed Networks and IP Routing and Transport family products
  • Scripting knowledge (Bash / Perl / VBS / Java)
  • Strong analytical problem solving and decision making skills
  • Ability to work efficiently and independently and do whatever it takes to get the job done
  • Ability to handle difficult or sensitive situations with diplomacy and tact
  • Proficiency in administering different operating systems (Linux/Unix/Windows)
  • Excellent verbal and written communication skills
  • Proficiency with computer based applications (Microsoft Office Suite, etc.)
  • Good understanding of relational database concepts and architecture
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1

Customer Technical Support Specialist Resume Examples & Samples

  • Demonstrates excellent customer service skills (incoming calls, branch or operations support)
  • Demonstrates familiarity with networks and internet protocols
  • Demonstrates understanding of online security means and purpose
  • Demonstrates ability to effectively manage multiple requests, concerns and problems in a professional manner requiring significant attention to detail
  • Demonstrates above average interpersonal skills
  • Demonstrates ability to identify and solve routine to moderate technical issues
  • Demonstrates organizational skills
  • Demonstrates ability to be self starter
  • Demonstrates strong verbal and written communication skills
  • Demonstrates knowledge of Electronic Funds Transfer, Wire Transfer, and Bank Operations
  • Demonstrates proficiency with PC hardware/software
  • Demonstrates knowledge of Web based Treasury applications, Pep+, and mainframe
  • Demonstrates knowledge of Web Exchange/Bottomline experience
2

Manager, Customer Technical Support Resume Examples & Samples

  • Provides direction to ensure accuracy of forecasted internal and outsourced call volume for the call center
  • Ensures that work/escalated issues are addressed and completed in a timely manner
  • Provides leadership, guidance, and direction to CAE leaders and technical staff
3

Informix Customer Technical Support Resume Examples & Samples

  • Master's Degree
  • Basic knowledge in Operating System concepts or working with Linux, Unix and Windows environments is an asset
  • At least 6 months experience in object oriented programming skills, such as
4

Senior Manager, Customer Technical Support Resume Examples & Samples

  • Oversee a group of technical support specialists
  • Develop processes and procedures to expedite the resolution of issues with content and applications
  • Interact with various departments regarding missing content, posters, metadata, etc
  • Collect and disseminate low level issues to various teams for resolution
  • Train staff to perform various levels of QC on content on various devices
  • Prior operations support experience
  • Experience in video over Internet or VOD over cable systems
  • Minimum of 5 years direct experience in the media industry
  • College degree in communications, engineering or production preferred
  • Strong technical and operational knowledge file based delivery systems, linear video distribution over Internet and other Internet based video products
  • Strong working knowledge of various Internet video devices such as smart phones, tablets, iOS devices, Android devices, etc
  • Ability to identify probably cause of issues quickly so as to mobilize a technical team to resolve the issues
  • Strong writing skills
  • Strong organizational and planning skills and ability to manage people and tasks
5

Supervisor, Customer Technical Support Resume Examples & Samples

  • Provides guidance and/or assistance to Customer Account Executives (CAEs) in resolving difficult subscriber questions or problems concerning Comcast high speed internet
  • Establishes and maintains personnel files as required
  • Ensures retention, customer service quality, adherence and accuracy goals are met
  • Displays strong written/oral communication and leadership skills
  • Conducts real-time phone monitoring and coaching to billing CAEs in order to maintain required service level; provides immediate feedback to associates to increase productivity levels
6

Supervisor, Customer Technical Support Resume Examples & Samples

  • Provides guidance and/or assistance to CAE Helpdesk team in resolution of difficult questions, problems and requests. Articulates professional customer contact skills (written and spoken)
  • Ensures optimum of customer service staffing levels through efficient scheduling and adjustment to meet peak service demands
  • Ensures competence and continuity of qualified customer service personnel through optimum selection, training and development, appraisal and motivational techniques
  • May interface with other Regional/Divisional Entities to ensure proper handling of customer issues and concerns through strong interpersonal communication and problem solving skills
  • Troubleshoots hardware and software issues and is familiar with TCP/IP and addressing schemes
  • Conducts real-time phone monitoring and coaching to billing CAEs in order to maintain required service levels; provides immediate feedback to associates to increase productivity levels
7

Supervisor, Customer Technical Support Resume Examples & Samples

  • Monitor agent interactions
  • Provide support and training to team members
  • Escalate billing system concerns
  • Lead/manage project work performed by team members
8

Customer Technical Support Engineer PWG Resume Examples & Samples

  • Manage customer part returns, through the root cause corrective action activity
  • Integrate investigation activity between PW and UTAS engineering
  • Participate in part tear down and assessment activity
  • Track and Provide detail status reports to CTS management and customers
  • Coordinate activities in regards to EA creation and engineering database
  • (Teamcenter) Service Bulletin 3 part reason and REA processing
  • Support the CTS by
  • To Assemble required documentation / reports for regulatory (FAR 33) certification and coordinate with FAA Designated Engineering Representative (DER) to attain approval of the inspection and maintenance procedures
  • Integrate Customer Issues with UTAS- East, including, periodic onsite visits, and involvement in RCCA activities
  • Preparing warranty packages for presentation to the IPMT
9

Customer / Technical Support Resume Examples & Samples

  • Resolve customer inquiries by phone, chat or email
  • Implement problem solving strategies to solve customer issues
  • Ensure that the customers have the tools and knowledge needed to run their business
  • Learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes
10

Clinical Customer Technical Support Resume Examples & Samples

  • Previous customer service experience
  • Demonstrated critical thinking and problem solving skills
  • Experience with an ERP system, preferably Oracle
  • Previous software troubleshooting experience a plus
  • Previous experience in a medical technology call center or clinical laboratory preferred
  • Knowledge of wide area networks and remote connectivity for diagnostics is a plus
  • High school degree (or equivalent degree)with 2+ years exp
11

Associate Specialist Customer Technical Support Resume Examples & Samples

  • Through telephone and electronic (i.e. email) technology provide resolutions on Hardware, Software, Assay and Training related calls from existing customer base
  • Measured on ability to work efficiently and resolve customer issues using the most cost effective solution
  • Triage general inquires across other Beckman Coulter functions
  • Assign calls to field service when unable to resolve over the phone
  • Utilize remote diagnostics to proactively monitor instruments against potential issues
12

Customer Technical Support Representative Resume Examples & Samples

  • Answer incoming technical support calls from customers
  • Dcoument and resolve case information into tracking system
  • Follow up with customers to provide resolution to situation
  • Escalte cases as necessary for further assistance
  • Transfer calls to appropriate groups for handling as necessary
  • Must be able to sit for long periods of time
  • One year Customer Support experience required
  • One year Technical Support experience preferred
  • Strong PC and key entry experience
  • Functionally literate - ability to read and write
  • Ability to meet and maintain high quality/accuracy standards
  • Effective communication skills, both verbal and written
  • Typing 30 - 40 wpm
13

Customer / Technical Support Engineer Resume Examples & Samples

  • Multi-lingual skills are a strong plus
  • Strong customer relations skills
  • Strong written and verbal communication skill
  • Multi-task capable with strong time management skills
14

Senior Customer Technical Support Engineer Resume Examples & Samples

  • Degree in Engineering or applied Sciences
  • Experience in HDD industry, Quality System Management, Statistical knowledge, Customer support and Customer Satisfaction
  • Experience in IT hardware or engineering related area (HDD/SSD, system build or cloud industry is preferred; Experience in project manager or core team leader is plus)
  • Good presentation & public speaking skill
  • Team player, self driven and quick learner
  • Good oral and written skills for communication and documentation in English and Mandarin
  • Strong customer-relationship-management skills and report-writing
15

Customer Technical Support Enginer Resume Examples & Samples

  • Knowledge of DWDM technology 2. Knowledge of Optics Products 3.Experience in troubleshoot failures over Service Operators Networks 4. Ability to document technical issues 5. Strong communications skills
  • High Level of English (read and speak) 2. No problems to work under pressure 3. Ability to travel inside or utside the country.. 4. Ability to coordinate deployment Activities. 5.- Knowlñedge in ALU OPtics Products (1660, 1830, 1850, 1350 OMS) 6.- Knowledge of DWDM technology
  • Customer Relationships
16

Customer / Technical Support Analyst Resume Examples & Samples

  • Available for varied hours/shifts in 24-hour /365 days year setting
  • Fluency in English and one of the following: Thai, Portuguese, or Spanish
  • Technical proficiency preferred: SQL, database experience
  • Prior working knowledge of Oracle MICROS Simphony or 3700 Point of Sale is a plus
17

Customer Technical Support Senior Engineer Resume Examples & Samples

  • Resolution of hot section hardware (combustor and turbines) related service issues with appropriate CIPT, IPT, Suppliers and other CTS hardware specialists
  • Review/coordinate service bulletins and any related Component maintenance manuals (CMM’s) as required
  • 3+ years’ experience in test, design, overhaul and/or repair engineering experience or equivalent
18

Manager, Customer Technical Support Resume Examples & Samples

  • Provides leadership required to drive excellence in technical support and customer service for Comcast HSI customers
  • Communicates and manages all performance objectives including technical support and customer service to ensure compliance with company philosophy and business goals
  • Identifies and establishes changes to the tools, processes, or training needed to improve the technical support and the overall customer experience
  • Trains, evaluates, coaches and counsels employees to improve performance in troubleshooting and customer service to meet all required standards. Ensure optimal staffing and productivity levels through efficient monitoring of staff, with the goal of meeting peak service demands
  • Interfaces with other call centers, systems and departments as necessary to ensure proper handling of customer issues and concerns
  • Provides guidance and/or assistance to IP Support Supervisors and CAEs with resolution of difficult subscriber questions and/or issues
  • Assists supervisors to monitor employee performance and service to customers and provide appropriate feedback
  • Remains abreast of new products and technology
  • Ensures adherence to the Comcast Quality Experience (CQE)
19

Customer Technical Support Resume Examples & Samples

  • Working directly with airlines world-wide to help them resolve technical issues relative to oil system issues
  • Working with engine overhaul centers to investigate and determine root cause of oil system related engine removals. Activities will require coordination with IAE field offices & CIPTs to provide focused teardown requirements and request for hardware returns as required
  • Monitoring the fleet to identify potential emerging issues relating to engine hardware and escalating to management
  • Ensuring prompt investigation closure and implementation of required closing actions with respect to engine hardware. Provide closure reports to the customer, airframer and authorities in a timely manner where required
  • Identifying and incorporating improvements to the Engine Manual, Aircraft Maintenance Manual, and Troubleshooting Manual based on field issues, customer feedback, One-Time-Concession (OTC) history, and E-Net cases
  • Provide technical material and/or on-site support for regional forums and conferences
  • Experience in writing procedures for the Engine Manual, Aircraft Maintenance Manual, Troubleshooting Manual, and Service Bulletins
  • Presentation of material and interaction with airline customers in both formal and informal settings
20

Customer / Technical Support Engineer Resume Examples & Samples

  • Exceptional customer relations skills
  • Strong written and verbal communication skills
  • Team Player with the willingness to support others
  • Proven track record of continuous learning
  • Multi-lingual skills are a big plus
  • Mastery level knowledge of UNIX/Linux operating system and its components
  • Must have technical experience in one of or more of the following Database’s: Oracle, DB2, MySQL, Sybase or SAP (Oracle, MAXDB & HANA)
  • Networking and troubleshooting connectivity, firewalls, name resolution, and performance based issues with OS and/or hardware
  • Strong understanding of clustering and/or SAN technologies
  • Understanding of backup theory and design
  • Previous experience with Backup technologies
  • Commvault software
  • Familiarity with SAN Storage (Netapp, EMC Celerra or Hitachi a plus!)
  • Previous experience with IBM Notes or IBM Domino
21

Customer Technical Support Analyst Resume Examples & Samples

  • With the customer's best interest in mind, the TSA shows outstanding problem solving and technical skills to effectively solve customer's question and / or technical challenge
  • Accurately document all customer interaction, research and resolution
  • Acquire product knowledge to competently demonstrate the products and services we sell
  • Assist customers with installation of product user interface and site navigation
  • Internal systems knowledge such as CRM, billing, admin tools, website and production systems
  • Provide login, search, usability, and technical support for multiple proprietary products and services
  • Provide high quality customer support to internal and external customers via phone, email, and chat
  • Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers
  • Perform basic browser troubleshooting
  • Handle billing need such as payments, research, invoices, and usability of online billing tool
  • Escalate issues to second level team when necessary
  • On call 24/5 hour customer support, available for all shifts + weekend on call
  • Strong customer focus to interact with customers
  • Problem Solving and basic technical skills
  • Excellent Customer Service skills. Excellent written and verbal communication skills
  • Preferred 2 or 4 year degree
  • Ability to multi-task and handle incoming calls as well as emails
  • Customer Service / Team Player oriented
  • Professional attitude and positive demeanor at all times
  • Ability to work independently on assigned projects
  • Preferred: Second Language a plus: Spanish, German, Brazilian-Portuguese, Dutch, or Mandarin
  • Preferred: Familiar with Excel/Word/Outlook/PPT/Access/Visio/WebEx/Lync/Skype
  • Preferred knowledge of database strategy, basic networks concepts (i.e. DNS, shares, privileges)
22

Senior Manager, Customer Technical Support Resume Examples & Samples

  • Lead the Customer Technical Support team effectively focused on developing, engaging and motivating, and coaching team to sustain and succeed in organizational objectives and personal professional growth
  • Measure team success through daily management of key metrics/KPIs which may include lead generated; region revenue/ASP; market share by category by customer segment; team turnover and engagement. Apply problem solving process and countermeasures as needed to ensure target achievement
  • Create, execute and sustain key business metrics
  • Champion Danaher Business System and drive continuous improvement efforts
  • Serve as Voice of Service in interactions with internal stakeholders to include Global R&D and Field Service
  • Maintain an in-depth knowledge of the Company’s and various BU’s business strategies to respond to Technical issues
  • Bachelor’s Degree in Medical Technologies or related discipline with 14+years’ related experience or Master’s/Doctoral degree with 12+years’related experience
  • Requires a minimum of 10 years of successful Marketing experience with increasing responsibilities and of which at least 4+ years of leadership experience managing people
  • Engineering and Science experience required
  • Experience in instruments/capital equipment and reagents a plus
  • Ability to travel up to 15%
  • Ability to effectively influence, relate to and communicate with all levels within the organization with concise communication that will advance sales opportunities and satisfy customer requirements
  • Effective change management and process management skills
  • Exceptional analytical and critical thinking capabilities
  • Ability to build strong relationships and collaborative partnerships with cross functional partners to execute on shared goals
  • Ability to think strategically about business, structure, process and priorities
  • Demonstrated ability to gain credibility through successful leadership in a matrix environment across a range of functions, positions and levels
  • Empathy to understand customer decision factors and to digest, synthesize and share in-depth customer knowledge across the organization
  • Strong people leadership and motivational capabilities to maintain team focus on objectives, engagement and followership
23

Customer Technical Support Specialist Resume Examples & Samples

  • Experience in a call center environment
  • Working knowledge of hardware, software, connectivity, operating systems and file structures
  • Basic understanding of computer networking
  • Capable of learning, understanding, and communicating higher level technical information
  • Ability to actively listen and comprehend complex technical issues
  • Maintain a positive service attitude with the ability to understand and empathize with customer concerns
  • Apply individual discretion to ensure outcomes of customer satisfaction and the business’ success
24

Customer Technical Support Resume Examples & Samples

  • Create KB articles and documents using the Knowledge Centered Support (KCS) methodology, to be published and shared both internally and with the customer base
  • Communication
  • Offer complete and timely technical explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention
25

Customer Technical Support for Extrusion Ingot Benelux & UK Resume Examples & Samples

  • Plan and execute the action plan agreed with the Sales Manager for the customer service program
  • Handle customer interaction in cooperation and guidance from the Sales Managers
  • Be proactive in offering tailor made service to customers
  • Assist the sales teams with the technical expertise
  • Responsible for effective and efficient claims and complaints (C&C) processing
  • Recommend the C&C settlement to the Sales Manager
  • Follow-up on the corrective actions undertaken in relation to C&C in respective units, e.g. casthouse
  • Identify and follow-up customer survey actions
  • Implementation of new product related know-how
  • Execute trial order process when needed
  • Professional handling of customer specifications
  • Participate in periodic market team meetings
  • Relevant education at university level or other higher education; MSc in Physics, Mechanical Engineering or Metallurgy
  • Good EI product and cast house knowledge or aluminium extrusion experience
  • Some experience and skills from R&D, casthouse or downstream area is preferred
  • Graduates will also be considered
  • Proactive approach
  • Excellent communication skills (oral and written) in English are required
  • Fluency in German, Dutch or French is an advantage
  • Problem solving ability
  • Must be self-motivated and have the ability to lead continuous improvements
  • Market and customer knowledge
  • Ability to adapt to and work in a multicultural environment
26

Customer Technical Support Engineer Resume Examples & Samples

  • 35 years of continuous growth of which the strongest growth in the past 5 years demonstrates that Seagate is at the right place at the right time: Cloud computing, social media, mobile, big data mega-trends will accelerate that growth even further in the years ahead of us. Conservatively 45% of the world’s digital data is stored on a Seagate product. From personal to global size, it’s powered by Seagate
  • Become a key interface across engineering, quality/reliability, and customer-facing organizations
  • Support Server and Storage platforms to the customer and diagnose field problems whilst working with suppliers and developers to create a Field Support Solution
  • Communicate directly with Tier 1 and Tier 2 customers on key issues for after-sales support whilst technically managing account progression with road-maps to address field issues
  • Be responsible for ensuring that Seagate delivers quality designs and services. Participates in design reviews with a focus on customer requirements and factory quality control
  • Understand scope and impact of changes to the field whilst managing Support for the customer to keep to schedules
  • Understand customer use cases as well as Seagate Server and Storage platforms so as to identify opportunities to improve field deployments
  • Help identify field signatures that affect customer deployments whilst leading a cross functional team to get a root cause
  • Capture and document Field Communications via Technical Advisories
  • Manage escalations to Level 4/5 customer product engineering, ensuring issues are documented completely and are technically sound. This includes managing the communication to/from the customer from Seagate
  • Learn and keep up to date with industry trends and technology relating to drivers and tools for Linux/Unix/BSD development relating to server and storage platforms and chipsets
  • Occasional travel to customer and Seagate sites to progress Customer issues
  • Champion and Innovate new approaches to improving field support
  • In conjunction with Program Management and Sales, communicates and resolves concerns with documented and undocumented customer requirements and expectations
  • Regularly interacts with management and customers on matters concerning product design and quality assurance
  • Establishes operational objectives and work plans, and assigns tasks to team members
  • Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship
  • May participate in or lead quality management system internal audits and/or lead performance excellent projects
  • BS degree in electrical/computer engineering (or computer science) and minimum of 8 to 10 years of related experience
  • Operating System knowledge (Unix, Linux, MacOS, etc)
  • Understanding of storage hardware concepts (e.g. SAN, RAID, SCSI, Disk Drive, etc.)
  • Understanding of storage software concepts (e.g. Backup, File Systems, Volume Mgrs, Replication, Virtualization etc.)
  • Scripting, Failure Analysis and debug skills
  • Ability to analyse a problem and work though to a solution
  • Technically Adept (SME) in many of the following areas
27

Global Customer Technical Support Engineer Resume Examples & Samples

  • Service customer reported issues in SalesForce
  • Participate in bug triages and work with development teams globally to enhance the platform
  • Collaborate with product management and marketing teams to provide feedback
  • Present trends and patterns of issues, bugs, support cases to senior executives and participate in shaping the future of the platform
  • Fix live site issues, engage appropriate parties, and drive through to resolution
  • Work on cases in SalesForce and maintain SLA as agreed with customers
  • Generate and present metrics, reports, and define and distribute SLA's
  • Run the Front and BackOffice system for stability, uptime, and solve for issues as encountered
  • Create and distribute regular status for the team to Management
  • Interact with customers, business leaders, product development teams and peers to share information and help corporate leadership with cross-departmental processes enhancements
  • Work with Product Development team to fix bugs, increase customer experience, architecture of the Front Office Systems and reliability and accuracy
  • Participate in the Voice of the Customer process and drive resolution of high priority issues
  • Work with global teams to improve support process and increase efficiency and reduce time to resolution of incidents
  • During live site outages, be responsible for running the incident communicate progress and escalate to appropriate teams for quick resolution
28

Customer Technical Support CTS Resume Examples & Samples

  • Liaise with instrument service, customer service and sales
  • Log each customer contact/interaction in a database
  • Record all data in accordance with SOP, ensuring highest standards of data keeping in line with published best practices, and in accordance with the guideline for Medical Devices
  • Active communication with the Sales and interaction with Instrument Service
29

Team Lead Customer Technical Support Engineer Resume Examples & Samples

  • Experience in a leadership position and strong emotional intelligence
  • Experience coaching and mentoring team members
  • Enjoy and are skilled at troubleshooting and debugging complex technical issues at all levels of an application stack
  • Are skilled at explaining technical problems and issues succinctly and clearly
  • Are a strong, confident, and exacting writer
  • Know and have used software automation, ideally Puppet/Chef or, have been a Unix &/or Linux SysAdmin,working with DevOps
  • Identify trends and report on areas of concern in the product and articulate issues clearly, cite the implications, and offer alternative options for consideration
  • Are exceptionally flexible and can context switch without it disrupting your positive disposition
  • Can work a variety of different shifts based on customer commitments
  • Have a technical degree or equivalent experience
  • Enjoy using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Proactively manage team dynamics to ensure that the team functions effectively
  • Language skills: Proficient in written and verbal English
  • Requires logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Requires contact with others (face-to-face, by telephone, virtual meetings, VOIP or otherwise) and working and interacting in a group or team
  • Familiar with source control systems such as Git
  • Desire to be part of and contribute to the open source community
  • Comfortable with object oriented scripting languages (ideally Ruby)
  • Knowledge of emerging Puppet technologies such as HA, VRX, and more
  • Language skills - Mandarin, Japanese, Korean, Cantonese
30

Customer / Technical Support Engineer Resume Examples & Samples

  • Mastery level knowledge of Microsoft Windows operating system and its components. This includes troubleshooting via the event logs, understanding how to acquire crash dumps and application dumps, making registry changes, understanding windows firewall, and must be familiar with using and troubleshooting VSS
  • Networking and troubleshooting connectivity, name resolution, and performance based issues with OS and/or hardware
  • Strong understanding of Windows clusters, with installing and configuring software
  • Mastery of Exchange, 2003-2010 administration and troubleshooting
  • Mastery of Microsoft SQL, 2005-2008 administration and troubleshooting
  • Mastery of Microsoft SharePoint, 2003-2010 administration and troubleshooting
31

Customer Technical Support Specialist Resume Examples & Samples

  • Troubleshoot connectivity and hardware issues with Kronos InTouch time clocks
  • Assist users with configuration and deployment of time clocks
  • Perform clock repair and maintenance
  • Manage accurate clock record keeping and inventory
  • Incoming and outgoing support calls to locations with off-line clocks
  • Maintain thorough and accurate call records in HEAT call logging software
  • Document known issues and workarounds in the team knowledge-base
32

Customer / Technical Support Engineer Resume Examples & Samples

  • Good understanding of Network concepts
  • DNS,DHCP & Active Directory
  • SQL native backups and restores
  • SAN, NAS, RAID, Tape etc…
  • Previous experience with Backup software such as Commvault, Veritas, Arcserve, or
33

Senior Specialist Customer Technical Support Resume Examples & Samples

  • Demonstrated critical thinking and problem solving skills
  • Experience with an ERP system, preferably Oracle
  • Previous software troubleshooting experience a plus
  • Previous experience in a medical technology call center or clinical laboratory preferred
  • Knowledge of wide area networks and remote connectivity for diagnostics is a plus
  • High school degree (or equivalent degree) with 2+ years experience
34

Eng, Gen Engrg Customer Technical Support Resume Examples & Samples

  • CIPT’s/IPT’s, GSE Repair, FMP Service Programs, MRO/Engine Shops, Standard Practices, Structures, Lifing, and Performance Analysis groups
  • Initiate technical data development of Engineering Authorization (EA) documents for engine/module piece part inspection and repair data for AMM, EM, CIR and MPG in support of Bombardier CSeries/PW1500G, MITAC MRJ/PW1200G and Embraer EJet/PW1900G series engines. Close coordination with MDE Technical Publications is required
  • Support airframer flight test programs in pursuit of FAR25 certification. Such activities relating to powerplant maintenance, inspection, retrofit, repair modification thru special instructions directives to flight test teams
  • Interface with airframe companies by providing design, operation, and maintenance and customer service data. This includes support to the MSG-3 maintenance analysis / Inspection interval determination process leading to the release of MRB/MPD airframer documents
35

Customer / Technical Support Engineer Resume Examples & Samples

  • Mastery level knowledge of windows operating system and its components. This includes troubleshooting via the event logs, understanding how to acquire crash dumps and application dumps, making registry changes, understanding windows firewall, and must be familiar with using and troubleshooting VSS
  • Expert level understanding of RAID concepts
  • Administrator level understanding of Networking and troubleshooting connectivity, name resolution, and performance based issues with OS and/or hardware associated with iSCSI attached devices
  • Technical experience in any of the following areas is needed
  • Practical experience with Tape Libraries and Tape drives in both SCSI and SAN configurations utilizing multiple hardware types. Overland, Quantum, Oracle, IBM, etc…
  • Practical experience with tape library virtualization (ACSLS, BRM, etc)
  • Practical experience with SAN switches and configuration
  • Practical experience with Disk Array setup and configuration. EMC, HDS, HP, LSI, etc…
  • Understanding of NDMP functionality. Practical experience with using NDMP on NetApp, Celerra, etc
  • Understanding of CAS-based storage platforms
  • Understanding of DeDuplication or Single Instancing, with practical experience using Data Domain a plus
  • Previous Experience with Backup software such as Veritas, Arcserve, or Legato
36

Assoc Eng, Customer Technical Support Resume Examples & Samples

  • Plan and carry out, under general direction of a senior Customer Technical Service engineer or manager, assignments to provide comprehensive or specialized technical service, logistics support or support systems related to the introduction, maintenance, modification, operation, overhaul, repair or inspection of customer's in-service engines
  • Develop and implement technical or logistics support concepts, plans and recommendations to resolve or prevent problems, meet changing customer requirements, incorporate technological advances and ensure customer satisfaction
  • Coordinate work closely with engineering and other groups to resolve design, service or support problems. Review major new or changed designs to determine and make adjustments for impact on operations, equipment and requirements
  • Define configuration standards or logistics support requirements for customer's in-service equipment. Review performance and reliability data and the effects of operating and design variables, recommending changes, as appropriate
  • Represent the department in communications with customers, suppliers, associated manufacturers and repair shops, other Pratt & Whitney units and regulatory or industry authorities
  • Responsible for the completion of Project Management Team objectives and other tasks related to the position as assigned by cognizant management
37

Customer Technical Support Resume Examples & Samples

  • Local and International Customers interface for incoming problem reports (tickets) and ticket resolution (Remote Technical Support) taking into account the individual service level agreements
  • Escalation to a higher level support in case of difficult or time critical problems or need due to a configuration control
  • Documentation of analysis results in dedicated ticketing tool Analysis, diagnosis and neutralization of problem reports in the customer's network remotely or on-site Reproduction of customer problems in lab environment (if needed & if possible)
  • Tracking of customer tickets and requesting investigation results for escalated tickets from higher levels of support (TEC, R&D, 3rd party)
  • Rotation in hotline support 24*7 (on call duty)
  • Lab testing of SW updates and upgrades (remotely or on-site)
  • Installation of SW releases in customer network
  • Supporting introduction of new products or SW releases on customer site
  • Fluent English (Turkish preferable as second language)
  • Good knowledge in UNIX and/or LINUX
  • Basic knowledge in database operations and scripting
  • Being flexible
  • Able to act on one's own initiative
  • Able to handle critical situations in customer's network onsite or remotely (working under stress)
  • Able to discuss technical problems with customers
  • Willing to carry hotline support 24*7 (on call duty)
  • Analytic thinking
  • University Degree in Electric & Electronic Eng. and Telecommunication Eng
38

Customer Technical Support Resume Examples & Samples

  • Provide second/third level technical support for Optical and Data/IP technologies to Cisco customers, partners, account teams, and other TAC engineers
  • Apply analytical skills and technical knowledge to solve product and network problems of moderate to high complexity
  • Act as a technical expert and provide support on a world-wide basis
  • Work on problems of diverse scope where analysis requires evaluation of identifiable factors
  • Provide technology/product/troubleshooting training and intellectual property material as required
  • Act as focal point for large account network problem resolution
  • Effectively utilize moderate to complex lab setups to recreate and solve problems
  • Submit complete and correct defect reports in area of expertise
  • Interact across TAC teams and development teams at peer level
  • Receive minimal supervision, no instruction on routine work, and general instruction on new assignments
  • Report to Manager, Technical Support
  • Typically interface with lower level CSE's, VARs, OEMs, Service Providers, end-users & internal engineering departments
  • Hands on experience on GMPLS, MPLS, OTN & DWDMwith CCNA Certification
  • CCIE(R&S or SP) desirable
  • Working knowledge of Networking industry, products and protocols
  • Exposure on NMS platform
  • Exposure on scripting
  • Strong analytical and troubleshooting skills
  • Ability to communicate effectively both verbally and in writing
  • Ability to determine problems and deliver known solutions
  • Ability to determine root cause and resolution for previously unknown problems
  • Ability to work effectively with and provide guidance to other members of the workgroup
  • Experience with handling critical customer issues/problems
  • Working with cross-functional teams
  • Presentation skills
  • Previous Customer Support experience
  • Database experience (Oracle, SQL, Sybase)
  • Unix experience
  • CCOS certification (either SONET or SDH)
  • CCNA, CCNP or higher networking certification
39

Customer Technical Support Resume Examples & Samples

  • Assist customers with identifying problems & provide resolution
  • Communicate and work closely with Service techs, internal or third party
  • Provide service facilitation between customer & Technical department (in-house/3rd parties)
  • Provide quality test for product serviced
  • Update and maintain customer information in CRM, POS and 3rd party systems
  • Provide & develop training for customers
  • Support shows & events
  • Sensor cleaning, camera/lens maintenance, minor parts replacement
  • Bachelor’s degree, certification or equivalent experience in photography & videography, with at least 6-8 years of experience in professional cameras & lenses, and lighting equipment
  • 3-5 years ‘experience in retail
  • Experience in computer (PC/Mac) & software tools such as photo shop, lightroom or similar software tools used for postproduction work
  • Preferred job experience as full time photographer/videographer (self-employed or with an organization)
  • Excellent verbal and writing communication skills
  • Ability to drive/travel domestically
  • Second camera shooter or assistant to a professional photographer/videographer
40

Manager, Customer Technical Support Resume Examples & Samples

  • Ensuring adherence to Customer Service Level Agreements (SLAs)
  • Provides regular and adhoc reports to senior management relative to metrics regarding work volume, service levels, quality outcomes, etc
  • Maintaining the highest level of customer satisfaction by developing relationships, exceeding client expectations, and proactively averting or managing escalations
  • Mentoring employees and establishing best practices for troubleshooting, communication and timely Incident resolution
  • In conjunction with the manager, is responsible for the human resources management of team, which includes hiring, training, coaching, mentoring, recognition and performance management
  • Determines action plans for improving and maintaining high employee engagement levels
  • Investigating and implementing industry best practices and processes
  • Maximizing efficiency through the use of appropriate support systems and tools
  • Delivering high quality support collateral Establishing and achieving recurring support performance goals
  • Continually advocating for customers and finding new ways to add value to the Client experience
  • Bachelor's Degree in Computer Science, Engineering, or relevant software/computer related fields
  • 5+ years of support experience, with at least 2 years in a management or leadership role
  • Strong technical background with a proven ability to resolve highly complex Incidents
  • Outstanding oral and written communication skills in English and French Proven ability to motivate and manage a team
  • Excellent leadership, organizational, and decision making skills
  • Strong familiarity with Microsoft Technology (.Net / Windows Server / SQL Server)
41

Customer Technical Support Resume Examples & Samples

  • Products
  • Networks
  • Team Management
42

Senior Customer Technical Support Engineer Resume Examples & Samples

  • Work with little or no supervision to provide advanced complex troubleshooting assistance, problem replication / duplication, and diagnostic support
  • Lead accounts through complex issue resolution including customer meetings, status reports, and updates
  • Perform after hours cell phone support on a rotating basis
  • The desire to flourish working in an international company with coworkers from all areas of the globe is a must
  • Physical presence required in the office during normal business hours and occasionally outside of the normal business hours
  • Safeguard Axway and Axway customer data through compliance with Axway policies and the appropriate use of Axway equipment and facilities
  • 3-5 years experience in customer support environment
  • Proficiency with database systems (esp. Oracle), SQL, and client-server
  • Proficiency with e-commerce standards (ANSI X12, EDIFACT, ebXML)
  • Expertise or desire to learn network connectivity and communication protocols
  • Experience with programming languages including Java, C++ and Perl advantageous
  • Proficiency with UNIX (Solaris, AIX, HP-UX), Linux and Windows platforms
  • Experience in MFT (Managed File Transfer), EAI, B2B protocols
43

Customer / Technical Support Engineer Resume Examples & Samples

  • Exchange, 2007-2013 administration and troubleshooting
  • Microsoft SQL, 2005-2014 administration and troubleshooting
  • Microsoft SharePoint, 2007-2013 administration and troubleshooting
  • Lotus Notes, R8 – R9 administration and troubleshooting
  • BCs in Information Technology, Computer Science or Engineering
44

Customer Technical Support Resume Examples & Samples

  • Documentation of analysis results in dedicated ticketing tool Major tasks
  • Analysis, diagnosis and neutralization of problem reports in the customer’s network remotely or on-site
  • Reproduction of customer problems in lab environment (if needed & if possible)
  • Supporting such as OMSN, DXC,DWDM and others NMS
  • Fluent English (spoken and written)
  • Skills about optic multiplexer ( OMSN,DXC, PDH, Ethernet;OSI DCN )
  • Being flexible, willing to work abroad short/mid term
  • Able to act on one’s own initiative
  • Able to handle critical situations in customer’s network onsite or remotely (working under stress)
  • Customer oriented - Analytic thinking
45

Customer & Technical Support Coordinator Resume Examples & Samples

  • Delivering exceptional customer service through receiving and processing orders accurately and in a timely fashion
  • Must have knowledge and utilization of basic measurement tools (i.e. tape measure, ruler, scale)
  • Ability to reach architectural drawings or the willingness to learn
  • Demonstrate basic knowledge of products and pricing
  • Addressing and taking initiative in following up on customer inquiries
  • Resolve discrepancies found on customer orders and proactively facilitate the communication between departments for resolution
  • Collaborate and maintain communications with Sales Representatives on customer-related issues
  • Maintain statuses on assigned customer open order reports
  • Continually determine job urgency and priorities to satisfy customer requirements, escalating issues to management as required
  • Use problem solving ability to contribute, suggest and/or improve work flows, procedures, etc
  • Using computer proficiency to quickly and accurately enter data
  • Adhere to company policies, procedures and system documentation
  • Working interactively with fabrication supervisors and other internal customers, to provide accurate & efficient instructions for custom fabrication of aluminum extrusions for doors and frames
  • Assist with other related duties as assigned or required
  • Successfully interact with other service centers and plants
  • Contribute to continuous improvement activities as needed or assigned
  • Ensure orders maintain internal schedule to keep pace to be on time to the customer
  • Work closely with team members to ensure completion of daily tasks
  • Actively engage in safety of self and others at the facility, including holding customers and contractors responsible for best in class safety
  • A drive for excellence in customer service
  • Ability to understand instructions, short correspondence, and memos
  • Proficiency with Microsoft Office Suite software as well as an ability and willingness to learn proprietary software quickly
  • Professional demeanor and strong work ethic
  • Superior time management, detail oriented, and strong organizational skills
  • Ability to read/understand Architectural Drawings, Details, and Specifications
  • 2 years of Material Takeoff/Estimating experience either in construction or manufacturing
  • Bachelor’s degree or in pursuit of bachelor’s degree is preferred, with a concentration in math, and technology
  • Strong experience with aluminum door and frame fabrication including custom hardware applications
  • KaluCAD & JD Edwards experience is a plus
46

Customer & Technical Support Leader Resume Examples & Samples

  • Lead development, deployment, and ongoing management of site based personnel that are in the customer and product support teams
  • Adopt and practice Honeywell Operation System principles, including conduct of tier meetings
  • Develop and manage a highly motivated team to improve customer experience
  • Liaison with other regional HUB leaders to identify and share best practices
  • Support the site based deployment, and establishment of ongoing management framework for new or enhanced process improvements
  • Demonstrate a strong customer experience capability, drive strong partnership with other functions and business partners to ensure an ever increasing improvement of the customer experience
  • Provide clear transparency of operating performance through daily metrics and a monthly full departmental dashboard/overview. Work with global peers to ensure metrics and reporting align to global requirements and timing
  • Develop an MOS that allows full and regular review of all teams’ performance
  • Assess training needs and develop plans to ensure team skills keep pace with technology, product, market and customer changes
  • Manage the operating site budget so that cost targets are achieved as outlined in AOP
  • Educate the functions/businesses on the Customer and Product Support models and key processes
  • Evaluate, review and manage process blockages (captured thru daily tiered meetings, internal and external feedback and departmental dashboard)
  • Collaborate with departmental Leaders and other key stakeholders to redefine processes if required using HOSG tools and resources
  • Implement HOS elements and be the driver to be an HOS Gold COE. Implement HOS tools and best practices in support of GBE HOS Gold planning as well as global SPS objectives
  • Ensure a robust Talent Development program is in place including participation in site level and functional management resource reviews and core competency development
  • Bachelor’s degree in business, finance or technology and minimum 5 years of leadership experience or an equivalent and relevant combination of education and experience
  • Experience customer facing activities (sales, customer support, technical support, service)
  • Ability to communicate effectively in proactive manner
  • Strong business acumen and customer centric
  • Project/process management experience
  • Outgoing personality is preferred
  • Masters Degree in related function / business area
  • Good understanding of customer and product/technical support
  • Contemporary business thinker with strong business acumen
  • Excellent Leadership Skills: ability to motivate team, develop talent to drive better customer-centric service
  • Excellent Communication Skills: ability to influence internal / external customers, upstream/downstream support groups and team members to drive best outcome for Honeywell and the customer
  • Develop strong working relationships with internal customers and take end-to-end view for meeting / exceeding customer needs throughout the full customer experience
  • Experience in handling critical incident resolution, solving problem and managing crisis. Demonstrate strategic thinking to take best course of action for the HON and the customer
  • Experience with Knowledge-Centered-Support (KCS) methodology
  • Six Sigma certified
  • Business travel: 10% of time
47

Customer Technical Support Resume Examples & Samples

  • Acting as a liaison on Surepay technical issues with Nokia internal TSSC L2/L3 organizations
  • Investigating and replying to customer "Technical" enquiries for Surepay (under maintenance contract) related to
  • 1- HW/SW configurations
  • 2- NEs contracted features description
  • 3- System capacity, QoS and other engineering issues
  • 4- NE call handling and processing scenarios
  • 5-Identifying and isolating technical problems that occur in Nokia -supplied Surepay product due to multi-vendor system
  • Willing to work locally in Qatar
  • Bachelor's degree in computer or Electrical Engineering, computer Science or college Diploma combined with equivalent
  • Relevant years of hands-on experience on Online Charging System (Surepay, eSM, RMS & UMF)
  • Technical and Professional Expertise
  • Analytical thinking and problem solving
  • Customer focus and result oriented
  • Must have excellent communication skills and ability to work well in a team environment
  • Working knowledge of communication protocols within networking environments
  • Work issues across multiple platform environments
  • Experience in Decision Graphs manipulating (Recharge, e-commerce, USSD query and validation)
  • Experience in Vortex operation
  • Experience in tariff and promotions configuration
  • Experience in Diameter , LDAP , Sigtran , CORBA and ecgs interfaces
  • Experience in RTE (Robo Tester Engine) is a Plus
48

LS Customer Technical Support Engineer Resume Examples & Samples

  • Provide Remote Technical Support (RTS) for the Deepfield Core Platform and associated applications
  • Interface, develop and maintain strong relationships with external and internal remotely to troubleshoot/answer questions. This will involve accessing the remote sites, reviewing log files, coordinating the duplicating or testing of the issue, gathering traces, logs, files, translations, etc., for critical support, and so on. There will be occasions when this work will have to be performed during the customer site's maintenance window during their maintenance window time zone
  • Assist with debugging complex product installations, resolves complicated product problems by applying both established procedures and creative alternatives
  • Interface, develop and maintain strong relationships with regional TEC (Technical Expertise Centers), Solution Teams and Product Business Units
  • Ensure external and internal customer trouble tickets tracked are continuously updated and maintained per the Nokia processes. Prepare reports on problems encountered and methods of resolution applied ensuring overall system integrity and reliability
  • Bachelor's degree/College Diploma in Computer/Software/Electrical Engineering, Information Technology, Computer Science, or equivalent experience
  • Has a “can do” attitude to persist in face of complex work to produce positive results
  • Excellent English verbal and written communication skills
  • Must have outstanding time management skills, be able to handle multiple issues at the same time, and be able to prioritize those issues to meet customer expectations
  • Strong interpersonal and organizational skills
  • Ability to articulate technical issues and solutions to internal and external customers
  • Self-motivated with proven record as a self-starter
  • Very adaptable with ability to learn new technologies, products, processes, quickly and without formal training
  • Proficient with Linux operating systems (CentOS / RHEL / Ubuntu)
  • Ability to write scripts at a Unix/Linux level (bash, python)
  • Familiarity with various test equipment (Ixia, SmartBits, Spirent)
  • Possesses IP Certifications (NRS/SRA/CCNA/CCNP, etc.)
  • Prior experience working with customers
49

Customer Technical Support Rep Resume Examples & Samples

  • Utilize highly developed critical thinking skills to troubleshoot technical issues
  • Provide a superior customer experience by communicating in a positive, friendly and polite manner
  • Thoroughly and accurately document interactions into a CRM system
  • Process email, chat and phone requests in a high volume environment
  • Possess, acquire and maintain the technical expertise required to effectively handle customer interactions
  • Demonstrate technical expertise through problem solving, applying technical knowledge, and sharing product knowledge with customers
  • Multi-task and manage several ongoing tasks and priorities
  • Illustrate a desire to learn and actively seek new skills
  • Must have high school diploma, GED or equivalent; some college preferred
  • 1 year of technical service experience highly preferred. (Troubleshooting issues with browsers, plug-ins, and Internet connections, as well as software and hardware issues on PC, Mac and mobile devices)
  • 1 year of call center experience, highly preferred
  • Must be able to type a minimum of 40 WPM
  • Excellent written and oral communication skills, with the ability to effectively translate technical information to the end user
  • Please note this is a projected 2-4 month temporary (non-benefits eligible) position at our San Antonio, TX campus with anticipated training to start in Mid July. Local candidates only please
50

Customer / Technical Support Engineer Resume Examples & Samples

  • Work on and resolve a variety of complex issues
  • Provide phone / remote based advice and solutions to our customers across the globe
  • Use and improve your problem solving, time management, collaboration and consultative skills on a daily basis
51

Customer / Technical Support Resume Examples & Samples

  • Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
  • Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues
  • Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry
  • Troubleshoots problems with malfunctioning software applications and recommends corrective action
  • Submits requests for product changes and other custom programming updates
  • Provides customer service and remote support services and applies problem solving skills
  • Provides other ad hoc support and duties as assigned
  • Works in an environment with competing priorities
  • Associates/Bachelors strongly preferred
  • Knowledge and familiarity with mobile devices (Smartphones/iPads)
  • Website design or maintenance or technical support experience with client contact
  • Knowledge of Microsoft O/S and PC hardware, Microsoft Printing, Active X controls, and Mobile devices (Smartphones/iPads)
  • Experience using a ticketing System such as Clarify, Remedy, or Footprints
  • Bilingual French or Spanish (Not Required)
52

Customer Technical Support Resume Examples & Samples

  • Minimum 4-5 years of related experience in support and troubleshooting of Fixed Access and IP Routing networks
  • Shell Script development experience
  • Have a strong knowledge on multiple products & technologies (i.e. IP Routing, Optics transport, Media Room) to bring faster solution to the emergency incidents
  • Have a very strong knowledge in Access technologies: GPON, EPON, NGPON2 and ONTs and Element Manager
  • Have a strong knowledge in IT environments, server administration (UNIX/Linux and the likes)
  • Master degree in telecommunication, system, information technology or engineering
  • Strong knowledge on Alcatel-Lucent/NOKIA Fixed Networks and IP Routing and Transport family products
  • ALU/NOKIA or Industry certifications as CCNA (Mandatory), CNA, CNF and CNP required, CNX desired
  • Strong telecommunication technology knowledge in xPON, IP/MPLS, IPTV area and relevant ITU standards
  • Proficiency with computer based applications (Microsoft Office Suite, etc.)
  • Scripting knowledge (Bash / Perl / VBS / Java)
  • Proficiency in administering different operating systems (Linux/Unix/Windows)
  • Fluent English language communication skills, written and verbal