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Title:  Specialist Technical Support

COMMSCOPE, Líder Global en Soluciones de Infraestructura para las Redes de Comunicación. 
Somos una compañía en la que habilitamos la comunicación por medio de un constante enfoque en la innovación creando la infraestructura que conecta a las personas y a la tecnología, contando además con la experiencia esencial y soluciones empresariales para llegar al éxito.
Debido a nuestro continuo crecimiento estamos buscando personas calificadas e interesadas  en ser parte de nuestro equipo de trabajo.

Description:

We are currently recruiting for a qualified, interested and available Level 1 Technical Support Associate/Engineer  This position will be based in xxxxx and will report into the Global TAC Supervisor or Manager. This role shall be considered a key opportunity to join a market leader within the Telecommunications industry and to learn about the businesses providing and deploying some of the most globally advanced connectivity solutions available today.

JOB SUMMARY:
Level 1 TAC will be focused on pre and post-sales technical support to internal and external customers for the Connectivity Solutions Business Unit.  You will be responsible for gaining prompt knowledge of the overall product portfolio and also learning and following TAC (Technical Assistance Center) processes and policies. 

Customer support (internal and external) is limited to basic product and technology inquiries.  You will be expected to communicate professionally in both written and verbal forms with customers and be capable of escalating promptly based on the complexity of each request.  Customer interaction will be in English, fluency in English is a necessity.

Collaboration and communication with senior TAC members and management is critical at this level.  There will also be a level of administrative support where these will aid core TAC activities.

DUTIES & RESPONSIBILITIES:  
Product Portfolio Knowledge: Seek to develop a general awareness of the entire solution portfolio for an effective understanding of functionality and specific application within a customer’s business.


Problem Solving: Develop the ability to triage and escalate as required to the correct level in order to resolve an incident. This may include seeking support and advice from a mentor or manager.

Customer Interaction Pre-Sale: Provide basic Customer Service interaction skills (chat/e-mail) to provide advice and recommendations on solution choices or compatibility.


RFP/Tender response: Ability to find basic product documentation to help support a RFP (Request For Proposal) or Tender request.

Presentation skills: Ability to present on and articulate basic business system or solution training to internal individuals.

Customer Interaction Post-Sale: Basic Soft skills to manage post-sale interactions or e-mails. Effectively managing customer expectations and ensuring that incidents are owned from initiation through to conclusion.

Personal/Professional: Support the team, and seek to build and maintain a professional image both internally and externally, this further enhancing and promoting the TAC group’s value.

SUCCESS MATRIX:  
Completion of CommScope Academy’s relevant content as required by the role.

Clear workload contributions and efficiency improvements for the overall TAC team.

Familiarity with SAP and other CommScope engineering and support systems desired.

Gradual decrease in escalation incidents and increase in first call (personal) completion.

Effective alignment with and aiding in improvements to current TAC procedures and policies. 

The Overall perception of TAC team’s communication and collaboration being strongly positive.

Positive performance feedback via Voice of the Customer surveys

QUALIFICATIONS:

  • Completed Bachelors Degree in Engineering, Administration, Communication, Information Systems or related field (recently graduated candidates welcome)
  • Prior experience/work experience in relevant technologies / industries is desirable
  • Prior experience within a technical support/field engineering/customer services role would be advantageous.
  • Fluency in English is a requirement.
  • Excellent communication skills
  • Self driven, nimble learner
  • Proactive, team player

Es la política de las soluciones de COMMSCOPE proporcionar posibilidades de empleo iguales a todos los individuos basados en mérito, calificaciones y capacidades. La empresa no discrimina en posibilidades de empleo o prácticas en base de la raza, del color, de la religión, del sexo, del origen nacional, de la inhabilidad de la edad, o de ningunas otras características según lo protegido por la ley.

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