Ciena Off Campus Drive 2023: Hiring for Associate Global Technical Support

SPECIFIC RESPONSIBILITIES

• We are big proponents of life-work integration and provide the flexibility and tools to make it a reality with remote work and potentially, part-time work.
• We believe an inclusive, diverse and barrier-free work environment makes for empowered and committed employees.
• We recognize the importance of well-being and offer programs and benefits to support and sustain the mental and physical health of our employees and their families and also offer a variety of paid family leave programs.
• We are committed to employee development, offering tuition reimbursement and a variety of in-house learning and mentorship opportunities.
• We know that financial security is important. We offer competitive salaries and incentive programs, RSU’s (job level specific) and an employee share option purchase program.
• We realize time away to recharge is non-negotiable. We offer flexible paid time off!
• Great work deserves recognition. We have a robust recognition program, with ongoing and enhanced awards for exemplary performance.

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EDUCATION AND EXPERIENCE

• Answer incoming calls from our global customers as well as document, validate, and capture adequate information to facilitate a technical investigation.
• Respond to customer inquiries and provide remote technical support for issues related to our network management products promptly and professionally via various communication channels (phone, email, chat).
• Troubleshoot and resolve platform issues, performance issues, and configuration problems in a timely manner.
• Provide occasional after-hours work to support customer business requirements.
• Recover information necessary to escalate reported issues to senior engineers.
• Utilize debug tools as well as lab research to advance customers’ technical problems.
• Provide Customer feedback to Internal teams as appropriate
• Contribute to the technical knowledgebase (KCS)

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