At CommScope, we are seeking a highly skilled and experienced Senior Technical Support Engineer to join our dynamic team. As a Senior Technical Support Engineer, you will play a crucial role in providing technical assistance to our clients and resolving complex issues in a timely manner. We are looking for a candidate who is passionate about technology, has exceptional problem-solving skills, and is dedicated to delivering exceptional customer service. This is an exciting opportunity for someone who wants to utilize their technical expertise and make a significant impact in the telecommunications industry. If you have a strong background in technical support and thrive in a fast-paced environment, we encourage you to apply for this role.
- Provide technical assistance to clients by troubleshooting and resolving complex issues related to our products and services.
- Communicate with clients via phone, email, and chat to gather information, understand their needs, and provide solutions.
- Collaborate with cross-functional teams, including engineers and product managers, to resolve technical issues and improve product functionality.
- Utilize technical knowledge and problem-solving skills to quickly diagnose and troubleshoot issues.
- Document all customer interactions and resolutions in a clear and concise manner.
- Stay up-to-date on industry trends and advancements to continuously improve technical knowledge and skills.
- Act as a mentor to junior technical support engineers and provide guidance and training when needed.
- Escalate complex issues to higher levels of support when necessary and follow up to ensure timely resolution.
- Maintain a high level of professionalism and deliver exceptional customer service at all times.
- Act as a liaison between clients and internal teams to provide feedback and suggestions for product improvement.
- Prioritize and manage multiple tasks and client requests effectively in a fast-paced environment.
- Keep accurate records of client interactions, technical issues, and resolutions for future reference.
- Participate in on-call rotations and provide after-hours support when needed.
- Proactively identify and address potential technical issues before they escalate.
- Continuously seek opportunities to improve processes and procedures to enhance the overall customer experience.
Extensive Technical Knowledge: A Senior Technical Support Engineer At Commscope Should Possess A Deep Understanding Of Networking And Telecommunication Technologies, Including Lan, Wan, Wireless, And Cabling Systems.
Strong Troubleshooting Skills: The Ability To Quickly Identify And Resolve Complex Technical Issues Is A Crucial Qualification For This Role. A Senior Technical Support Engineer Should Be Able To Troubleshoot Hardware, Software, And Network Problems Efficiently.
Experience In Customer Support: This Position Requires Excellent Communication And Customer Service Skills. Candidates Should Have Prior Experience In Providing Technical Support To Customers, Including Managing Escalations And Ensuring Timely Resolution Of Issues.
Leadership And Mentoring Skills: As A Senior Member Of The Technical Support Team, The Candidate Should Have Experience In Leading And Mentoring Junior Engineers. This Includes Providing Guidance, Training, And Support To Help Them Develop Their Technical Skills.
Project Management Abilities: The Role May Involve Working On Multiple Projects Simultaneously, So The Candidate Should Have Strong Project Management Skills. This Includes The Ability To Prioritize Tasks, Manage Schedules, And Deliver Projects On Time And Within Budget.
Troubleshooting
Data Analysis
Network Security
Communication
Product knowledge
customer service
Technical Documentation
Problem-Solving
Network Monitoring
hardware installation
System integration
Software Updates
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
Critical thinking
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Senior Technical Support Engineer is between $80,000 and $120,000 per year. However, this may vary depending on factors such as location, experience, and the specific industry or company the engineer is working for. In some cases, senior technical support engineers may earn higher salaries, especially if they have specialized skills or work for larger, high-paying companies.
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CommScope Inc., which opened in 1976, is an American global network infrastructure provider company based in Hickory, North Carolina. CommScope is a 1997 spin-off of General Instrument and has over 20,000 employees worldwide, with customers in over 130 countries.
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