Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive.
The epicenter of this transformation is the network our passion.
Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration.
From remote cell sites to massive sports arenas, from
busy airports to state-of-the-art data centers we provide the essential expertise and vital infrastructure your business needs to succeed.
The world’s most advanced networks rely on CommScope connectivity
The Company CommScope
CommScope’s Networking, Indoor Cellular & Security Solutions (NICS) segment incorporates Ruckus Network’s, which focuses on enabling wireless and wired connectivity across complex and varied networks.
It offers dedicated engineering and Customer Service and Support resources to our customers across a spectrum of verticals including - hospitality, education, smart cities, government, venues, service providers and more.
The Team :
Ruckus Networks Customer Support and Services (CSS) is a globally distributed team functioning with a unified operations model.
We are excited to be modernizing our business with a clear focus on the Customer’s Experience.
Team : Technical Customer Experience Centre (TAC) at CommScope Ruckus
Role Purpose :
Be the first technical point of contact for the customer
Should possess the ability to manage critical (P1) cases soon after the training in Ruckus Products
Demonstrate the ability to work with Escalation team and / or engineering teams to manage escalated cases
Work closely with SE teams internally on larger networks and more complex issues
Identify customer problems / issues and assist customer to resolve issues while consistently providing great Customer Experience
Work on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skills
Identify and reproduce customer technical problems in a test / lab environment
Work on day-day tickets, follow-up with clients, provide feedback and see problems through to resolution
Ensure proper case documentation and closure
Generate clear and concise documentation in the form of case notes, technical tips and white papers
Contribute to the knowledge base by creating KB articles
Notify and discuss with Staff or Principal Engineers on calls and emails that require assistance.
Timely handoff (escalation) of cases that require advanced technical investigation by the LTE Team
Manage customer expectation and make sure customer is receiving highest quality of service
Document customer issues for future reference and build knowledge base of the solutions given to the customer
Actively participate in trainings and improve product and process knowledge
Strict adherence to Service Level Agreement KPIs
Understand the SLA’s and work / align style of working towards meeting them
KRAs include : CSAT, Active Backlog, Aged Backlog, Time to Resolve and Time to Close, Escalation % and KB Contribution
Required Experience :
Minimum of 2 years of customer support experience in IP networks, WiFi or related environment
Data networking is mandatory, Wireless networking experience is desired
Preferably worked as an engineer TAC
Excellent written and oral communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams
Good understanding and applied knowledge of TCP / IP, IGMP, switching and Routing (Layer 2 & 3 communication), internet protocols including DNS, DHCP, SMTP, VLAN etc.
Good understanding and troubleshooting skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS
Good understanding of RF transmission and antenna behavior
Technical expertise in troubleshooting and resolving complex Layer 2 / 3 and / or wireless issues in multi-vendor environments
Knowledge on deploying, configuring, supporting, troubleshooting, debugging, and administering the following Wireless LAN products and technologies : Wireless Access Points;
Wireless Client Associations and Wireless Controllers
Experience providing support to direct customers, resellers, and field personnel in resolving company product related issues
Experience working in a support lab environment for problem replication
Experience documenting the sequence of events related to resolving customer technical issues
Comfortable with analyzing data traces from protocol analyzers such as Wireshark
Bachelor or diploma in a computer related field or equivalent work experience
Experience considered favorably :
Working Knowledge of Salesforce and JIRA.
Multiple language skills
Experience working in (or with) a vendor
Relevant industry accreditations / certifications : CWNA, CCNA, JNCIA
Communication / work style :
Excellent communication / interpersonal skills to clearly and simply articulate ideas, frame problems and offer solutions
Ability to understand and analyze customer issues along with good troubleshooting skills
Ability to communicate clearly and effectively with clients and peers
A belief in ownership with good problem-solving and decision-making skills
Must maintain a professional attitude, demeanor and be highly motivated and self-directed
Encourages and accepts feedback
Self-driven, proactive, team-player
Work Schedule :
Monday through Friday or staggered work week’, i.e. Sunday through Thursday or Tuesday through Saturday and weekend or overnight hours as required.
Why CommScope and Ruckus
CommScope is pushing the boundaries of communications technology. For more than 40 years, we’ve been leaders in innovating 5G, private networks and Gigabit speeds everywhere we're always anticipating what’s next.
Developments such as the Internet of Things, magnificent connectivity, Cloud and 5G introduce new requirements and demand creative thinking.
With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow.
Ruckus is a Business Unit within CommScope, passionate about delivering groundbreaking solutions to build a smarter, simpler, more connected world.
At the heart of global connectivity are the engineers who write innovative software for our award-winning routing and switching products to bring the information quickly and effectively where needed.
We are a pioneer in the wireless infrastructure market, enabling carriers and enterprises to stay ahead of the exploding demand for high-bandwidth applications and services Our Ruckus Smart Wi-Fi, LTE, and Switching technology redefines what’s possible in wireless network performance with flexibility, reliability, and affordability.
Commscope is an Equal Opportunity Employer.
