Technical Support Specialist T&M / Specialiste - Soutien tech T&M
Main locations: Southampton, GB
Job Type: Full-time
Workplace type: Hybrid
Offer number: 4909
EXFO develops smarter test, monitoring and analytics solutions for the global communications industry. We are trusted advisers to fixed and mobile network operators, hyper-scalers and leaders in the manufacturing, development and research sector. They count on us to deliver superior visibility and insights into network performance, service reliability and user experience. Building on over 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.
Since our beginnings in 1985, diversity has been one of EXFO's core values, fostering an inclusive corporate culture. We welcome people with a wide range of skills and experience into a culture that values innovative ideas, teamwork, and a customer- and market-focused approach. We seek the active contribution of everyone, with respect for the individual, the environment and the community.
Responsibilities
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. When needed, you will be requested to perform any other task related to your function.
Technical Requirements
1. Excellent computer skills, particularly with Windows OS
2. Excellent knowledge of Optical telecommunication test and measurement instrumentation
3. Knowledge of Sonet/SDH, Ethernet or DSL is an asset
Competencies
1. Customer-oriented attitude and solution approach
2. Excellent communication skills and the ability to adjust to the customer level
3. Sense of responsibility and high level of autonomy
Professional Requirements
Education: College or University degree in computer science, electronics, optics or physics, or telecommunications
Travel: Available for periodic travel
Experience: 2 years in a technical customer service environment
Language requirements: English, Other languages will be an asset
EXFO is an equal opportunity employer
Diversity is an asset that has made EXFO strong since its inception because it enriches us.
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