In-country Customer Support Representative for Ceragon
Ability to discover and report on possible opportunities to Sales on products and Services
Support role for Pre-sales/Design Support for new opportunities in country
Conduct Software Upgrades on Microwave and layer 3 Network Elements and Network Management System’s in customer network.
Diagnose and come up with Root Cause Analysis and Break fix solutions for trouble tickets by actively troubleshooting the equipment and report to customer on daily, weekly and monthly basis
Run tests, complete reports and update existing systems
Conduct fault diagnosis, repair, resolve or replace faulty equipment
Conduct Performance Analysis of MW and layer 3 elements in the network to ensure the network is maintained with at most quality
Coordinate with customer design teams to complete link designs, detailed designs and assist team lead in preparing design packs
Coordinate with customer provisioning teams to ensure configuration on Microwave elements are provisioned as per configuration standards defined
Coordinate in-country with Ceragon regional design team to fulfill potential opportunities’ design requirement
Provide telephone, e-mail, and remote software technical support to end customers, field engineers, and partners for the various components of Ceragon products which includes, but not limited to IP Layer 2 & Layer 3 Networking Protocols, Microwave Radio Fundamentals, Installation, Commissioning and Troubleshooting
Support on Troubleshooting and Installation of Network Management Systems
Lead point of contact for customer support processes, escalations, and technical support communications with Channel Sales partners
Analyse, organize and report the progress of on-going customer issues using CRM
Interact with all levels of the customer organization from top management to operations level staff
Support Proof-of-Concept assigned by the Customer Support Head
Conduct Trainings internally and externally
Job Requirements
A degree in Electronics or Communications
5+ years’ experience in Telecommunications. In depth knowledge on Microwave Technology is a plus
Strong understanding of the various manufacturing technologies and techniques employed in microwave
Experience in conducting Tests within Ethernet Networks
