Job description
Customer Care Specialist
EXFO develops smarter test, monitoring and analytics solutions for the global communications industry. We are trusted advisers to fixed and mobile network operators, hyperscalers and leaders in the manufacturing, development and research sector. Building on our 35 years of innovation, EXFO’s unique blend of equipment, software and services enable faster, more confident transformations related to 5G, cloud-native and fiber optic networks. With nearly 1,900 employees in more than 25 countries, EXFO is no. 1 worldwide in fiber optic test solutions and has deployed over 250 assurance systems worldwide. We’re always looking for top talent to help us lead the way in a thriving industry with boundless opportunities.
- Lead complex troubleshooting and resolve technical issues from customers
- Participate actively in on-call support with different global field partners or end customers
- Troubleshoot customer system’s performance at the hardware, software and Database level
- Accountable for customer satisfaction on the resolution and maintaining SLA (Service Level Agreements)
- Participate to customer issues prioritization calls with Technical Support team
- Build automation and participate actively in the scripting strategy, to restore & resolve customer issues
- Main point of contact for one or several customers for maintenance, support and Customer Care activities
- Ability to drive special task force to accelerate specific customer situations proactively
- Assist the deployment team with site commisionning activities
- Advanced level Linux skills, including installation, systems administration and troubleshooting
- Advanced networking skills (TCP/IP, Subnetting, IPv4/IPv6, Topology knowledge)
- Experience with database (Oracle, SQL, Postgres, CITUS)
- Experience in Docker, DevOps tools and Kubernetes.
- Experience in distributed storage like ElasticSearch and Minio
- Expertise with virtualization environments like VMWare
- Experience in Cloud computing like AWS and GCP
- Strong communication and collaborative skills
- Ability to communicate clearly and transparently in English, verbally and in writing, keeping the right people informed of relevant issues
- 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, Prioritize and strong Problem Solving capabilities
- Customer Focused
- Pertinent experience: At least 3 years experience in IT or telecom and similar role
- Language requirements: Fluent in English, Spanish is considered
- Education: BS/MS Degree level in Software Engineering, Computer Science or equivalent
- Includes occasional after hours and weekends shift work
- Schedule flexibility
- Multisite and multidisciplinary teams
- Dynamic and collaborative work environment
- Modern workspace
- AGILE working methodology
- Variety of social and sports activities
- Community involvement
- Free parking
- Competitive holidays
- Annual bonus program
- Group insurance
EXFO is an equal opportunity employer.
For positions located in Quebec, the language requirement is French. However, in the context where the incumbent evolves in an international work environment and where the activities take place mainly outside Quebec, we favor bilingualism as a linguistic requirement.
Thanks for your interest in EXFO
Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth
smogtown13.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, smogtown13.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, smogtown13.com is the ideal place to find your next job.