Cloud Technical Specialist
hace 7 días
**About Cloud Software Group**
We are a leading cloud software provider, serving over 100 million users worldwide. Our company combines the capabilities of Citrix and TIBCO to deliver innovative solutions.
As a Networking Technical Support Engineer at Cloud Software Group, you will be responsible for delivering exceptional customer service and resolving technical issues related to Citrix ADC. You will utilize your troubleshooting expertise to identify, analyze, and provide solutions to customer inquiries.
This role requires a results-oriented approach and the ability to thrive in a fast-paced environment. Collaboration is key, making this opportunity both challenging and exciting.
**Key Responsibilities:**
- Conduct sophisticated problem analysis, independently addressing moderate to high complexity issues with minimal guidance from team leads or management.
- Meet established Service Level Agreements and Key Performance Indicators, consistently achieving and maintaining high standards of customer support.
- Validate and qualify complex customer issues and assess their business impact, potentially collaborating with senior team members or external vendors.
- Contribute to the Citrix knowledge base by creating or updating technical articles/documents that focus on issue resolution or prevention.
- Clearly document cases, recommendations, and resolutions in the Customer Relationship Management (CRM) system.
**Qualifications:**
- 2+ years of practical knowledge of the job area acquired through advanced education combined with relevant experience.
- University degree or equivalent experience, with a minimum of 2+ years of relevant experience; alternatively, an advanced degree without experience.
- Proficient in English, with excellent verbal and written communication skills.
**Preferred Qualifications:**
- Industry certifications such as CCNA, CCNP, Network+, or Telematic Engineering.
- Portuguese speaking is a plus.
We are looking for a dedicated professional with a solid background in networking technical support. If you have the required experience and expertise, along with excellent communication skills, we encourage you to apply.
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