Open Position

Customer Support Expert

Job Description

Wil be part of the leading technical group in the Global Support department with worldwide peers.

This position includes the following responsibilities:

  • Respond to service requests from Ceragon customers and Ceragon peers.
  • Support and lead our Global Support Center peers.
  • Manage high-profile customer cases with significant business impact from start to resolution.
  • Manage the information flow from regional offices and customers to and from company headquarters.
  • Lead and manage product delivery from R&D to the field by management knowledge transfer about products towards regional offices and the Customer Services department.
  • Replicate field issues in Ceragon labs.
  • Take ownership of end-to-end product bug escalation, triage, prioritization, troubleshooting, and resolution.
  • Build successful long-term relationships with R&D and Operation teams.
  • Communicate effectively with Engineering and technical groups to improve products and prevent customer issues (trends).
  • Manage communications for mission-critical product issues impacting regional Services and Sales teams.
  • Coordinate with Engineering and Manufacturing teams in product development activities.
  • Recommend product enhancements and updates to identify new business opportunities.
  • Support Marketing team in developing sales and marketing strategies for increasing profitability and introducing new products.
  • Conduct product and sales training for the Marketing team.
  • Provide support for Marketing collateral, advertising materials, marketing campaigns, trade shows, and other promotional activities.
  • Travel abroad up to 30% of working schedule.

By joining our team, you will be part of one of the world’s the leading and most influential wireless communications companies with Ceragon.






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Job Requirements

Mandatory:

  • At least 7 years of relevant work experience
  • Proven knowledge of Microwave / Radio communications systems
  • Proven knowledge of IP Networking (TCP/IP and OSI stack)
  • L2 protocols (VLAN, Q-in-Q, STP,LLDP, etc.)
  • L3 Routing protocols (RIP, OPFS, BGP, etc.)
  • Excellent English knowledge - fluent in reading, writing, and speaking
  • Customer-oriented and focused.
  • Solution-focused


Advantages:

  • Electronic/Telecommunications/Computer engineer (BA/BSc)
  • Proven knowledge and experience with L2 / L3, PDH/SDH  and RF test equipment
  • Proven knowledge and experience with Ceragon systems
  • Experience in installation, commissioning, and troubleshooting of microwave communication systems
  • 5 years of experience dealing with customers (support, presale)
  • CCNA, CCNP or equivalent
  • Proven knowledge of PDH, SDH, Synchronization
  • Proven knowledge of SNMP, RADIUS, TACACS+, SDN, JASON API, SQL.