Under the supervision of the Technical Support Manager and according to general company policies, you will provide customers with technical assistance via telephone, email, web conference, or on-site. For common problems and issues of moderate complexity, you should be able to handle these with little or no assistance. For more complex issues, you are expected to take a leadership role in managing the customer contact and to liaise with factory experts to ultimately deliver a solution to the customer’s problem. All support activities are logged into the Corporate support database.
In addition to the technical support role, you will be required to provide training to customers on the operation of EXFO products. Training can be Web-based, or on-site at customer locations.
This is a challenging position where you will be a member of a medium size regional support center, and a broad product coverage is required. When needed, you will be requested to perform any other task related to your function.
Excellent computer skills, particularly with Windows OS, debugging OS problems
Excellent knowledge of Optical telecommunication test and measurement instrumentation
Good knowledge of Programming and/or remote control integration techniques
Knowledge of Ethernet and IP, OTN, Synchronization, RAN and Mobile (RF)
Customer oriented attitude and solution approach
Excellent communication skills and the ability to adjust to the customer level
Sense of responsibility and high level of autonomy
Excellent decision-making skills
Education: College or University degree in computer science, electronics, optics or physics, or telecommunications
Travel: Available for periodic travel
Pertinent experience: 2 years in a technical customer service environment
Language requirements: English any other languages will be an asset.