Extreme Networks Product Support Rep - Penang in Penang, Malaysia
Associates Degree, Diploma or Technical Certification or 3+ years technical support experience in lieu of Degree.
1+ years IT system administration troubleshooting working with one of the following: Wireless network /IP & 802.1x Network security
Under supervision to deliver first level of technical support to Extreme Networks customers which includes Extreme associates, end users, Value-Added resellers, Partners, etc. Provide single point of contact for entitlement verification, technical assistance and problem solution. May co-ordinate problem resolution process with Senior Product support representative or other Extreme Networks departments or dispatch onsite CSR’s. Maintains an accurate on the line record of calls received.
Scope of Responsibilities/Expectations
-Provide timely and accurate first level technical assistance/support via phone, for WING wireless network family of products by using standard support tools and existing guidelines.
-Use Call Management (CRM) software system to maintain accurate on line records of all calls received into the GTAC and steps taken to resolve.
-Evaluate calls and determine customer entitlement/requirements to resolve the problem or transfer the caller/request to the proper department, onsite CSR or escalation queue as required.
-Utilize and regularly contribute towards the knowledge based management system. -Provide input to supervisor on any customer discontent issues.
-Adhered to all policies, procedures and service offerings that affect both internal and external customers.
-Complete all assigned self-studies and formal training if required.
-Help promote a positive image of product, technical skills and company commitment to provide quality service to our customers.
-Perform additional duties and responsibilities as assigned by supervisor/manager.
- Able to work on shift.
-Associates Degree or Technical Certification on Information systems and System/network troubleshooting or 3 years directly related career experience.
CCNA or CWNA certification is preferred.-Knowledge of TCP/IP, OSI model, Cisco IOS, 802.1x Network security, Network trace analysis, VOIP, 802.11 IEEE standards, WLAN topologies - Excellent communications skills; oral, written and listening.- Strong diagnostic and problem solving skills and be able to interact effectively with customers to troubleshoot problems over the phone. -Two to three years of technical support role would be a plus.
Good language proficiency in Mandarin will be a plus.