Ann Arbor Categories:
Customer Support Representative - 1st Shif Arbor Networks
THIS JOB HAS EXPIRED
Customer Support Representative - 1st Shift-ARB000322OPCO Description
Arbor Networks is a leading provider of network security and monitoring solutions for global networks. Its customers include over 70 percent of the world?s ISPs and many large enterprises. Arbor solutions deliver best-in-class network security and visibility, along with the power to improve profitability by deploying differentiated, revenue-generating secure services. By employing flow-based and deep packet inspection (DPI) technologies, Arbor solutions measure and protect the entire network ? from the service provider core to the broadband edge.
Description
To apply, please go to: http://jobs.danaher.com/
JOB DUTIES AND RESPONSIBILITIES:
Responsibility
Arbor Networks is seeking level-1 customer support representative personnel to join our Global ATAC, (Arbor Technical Assistance Center) during first shift 8PM-4AM, Monday-Friday. The Level-1 Customer Support Representative is responsible for providing pre and post sales support to Arbor Networks' service provider customers and partners worldwide.
Specific Duties and Responsibilities
The Customer Support Representative relies on experience and judgment to plan and perform a variety of tasks for the team. Specifically, the Customer Support Representative is responsible for providing pre and post sales support for customers, end users, resellers, and support partners.
These responsibilities include:
Handle first contact with clients through phone and web portal.
Handle ticket assignments and shift turn over.
Generate custom reports for management regarding case metrics/team performance.
Assist in compiling data and material for client presentations.
Work with internal account and billing teams to resolve customer contract issues.
Participate in review and maintenance of Knowledgebase; ensure consistency and relevancy of articles.
Assist in creation and maintenance of internal support team process documentation.
Perform first level triage and troubleshooting for new customer technical issues.
Assist team in replicating issues and testing customer configurations in a lab environment,
Interfacing with other technical support personnel, engineering and product management to escalate and resolve issues.
Perform scheduled maintenance and upgrade activities for clients.
Authoring technical knowledgebase articles for use by other technical support personnel and/or customers and partners.
Qualifications
Experience and Educational Requirements
The position of Customer Support Representative requires
Bachelors Degree and 2+ years experience in technical support functions with strong fundamental understanding of telecom network and routing environments.
Intermediate knowledge of Linux and/or Solaris Operating System.
Intermediate Networking Skills Required - This includes strong understanding of the protocols surrounding IP service provider networks. These skills should include: a. TCP/IP fundamentals, b. IP subnetting and supernetting and hierarchical routing principles, c. Routing protocol operation (OSPF, IS-IS, and BGP-4), d. Routing policies at BGP peering points, e. VPNs and the associated tunneling technologies (L2TP, MPLS, etc.), f. Hands on configuration experience with Cisco and Juniper switches and routers preferred.
Special Skills or Physical Demands
The job of Customer Support Representative also requires:
Customer focused candidate, strong attention to detail, ability to establish and maintain strong working relationships with key internal and customer personnel to work effectively.
Outstanding customer service and advanced written and verbal communications skills.
Participation in the Support Off-Hours On-Call rotation is required.
Strong Interpersonal, Teamwork, process development, and network troubleshooting skills.
Work Environment
This job is primarily performed in an office or lab environment, but may require work in production and engineering areas, or on-site at a customer's or partner's facility.
Special Tools Required
There are no special tools required for this job.
Safety Requirements
There are no safety requirements associated with the primary duties of this job. When performing additional duties in other areas of the company, any safety procedures for those areas apply.
To apply, please go to: http://jobs.danaher.com/
Danaher Overview
Danaher is a diversified technology leader that designs, manufactures, and markets innovative products and services to professional, medical, industrial, and commercial customers. Our portfolio of premier brands is among the most highly recognized in each of the markets we serve. Danaher?s portfolio is comprised of five reporting segments: Test & Measurement; Environmental; Life Sciences & Diagnostics; Dental; and Industrial Technologies. Driven by a foundation provided by the Danaher Business System, Danaher?s 48,000 associates serve customers in more than 125 countries and generated $13.2 billion of revenue in 2010.
Organization: Arbor Networks
Job Function: Technical Service
Primary Location: North America-United States-MI-Ann Arbor
Other Locations: North America-United States-MA-Chelmsford
Schedule: Full-time
Nearest Major Market: Ann Arbor
Nearest Secondary Market: Detroit
Job Segments: Telecom, Telecommunications, Customer Service Representative, Customer Service, Engineer, Technology, Engineering
| Location: | Ann Arbor, MI United States |
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THIS JOB HAS EXPIRED
Arbor Networks
Investors: Atlas Venture, Battery Ventures, EDF Ventures, Ironside Capital, Lightspeed Venture PartnersAll Jobs: at Arbor Networks
| Web Site: | www.arbornetworks.com |
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| Headquarters: | 430 Bedford Street Suite 160 Lexington, MA 02420 United States |
| Industry: | Software |
