Global Technical Support Specialist
4 weeks ago
Ciena Communications India Private Limited is committed to a people-centric philosophy, fostering a culture that emphasizes personalized and adaptable work settings, with a strong focus on individual development, wellness, and inclusivity.
Why Work with Ciena:
- We promote a balanced life-work integration, providing options for remote work and potential part-time roles.
- We strive to cultivate an inclusive, diverse, and accessible workplace that empowers our workforce.
- We prioritize employee wellness through a variety of programs and benefits, including paid family leave.
- We emphasize professional growth by offering tuition reimbursement and mentorship initiatives.
- Financial stability is crucial to us, providing competitive salaries and incentive schemes.
- We recognize the importance of time off to recharge, offering flexible paid time off arrangements.
- We have a comprehensive recognition program to acknowledge outstanding performance.
Key Responsibilities:
Reporting to the Senior Manager of Global Technical Support, the Specialist will be tasked with delivering expert technical assistance to Ciena's clientele and enhancing product quality. Key responsibilities include:
- Addressing customer-reported tickets and providing technical consultations.
- Evaluating customer cases and advocating for product quality enhancements.
- Collaborating with cross-functional teams to resolve field challenges and promote product improvements.
- Offering remote technical support for Ciena products around the clock as needed.
- Developing and validating technical documentation and knowledge base resources.
- Guiding and training new Technical Support Engineers.
Required Qualifications:
- A Bachelor's degree in a technical discipline with 5 to 10 years of relevant experience.
- Experience in technical support within the Telecommunications sector.
- Strong understanding of OTN and DWDM technologies for telecommunications applications.
- Proficiency in Microsoft Office applications and adeptness in troubleshooting complex issues.
- Exceptional communication and customer service abilities.
- Capability to work autonomously as well as collaboratively within a team.
- Willingness to travel internationally if necessary.
Compensation and Benefits:
The annual salary range for this position in Canada is CAD 80,000. Ciena provides a comprehensive benefits package, which includes medical, dental, and vision plans, a 401(K) & DCPP with company matching, in addition to paid leave and holidays.
Ciena is dedicated to promoting a diverse and inclusive workplace where all employees are respected and valued. We are an Equal Opportunity Employer and do not tolerate any form of discrimination.
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