Work From Home
Tech Company Ciena Is Hiring a Customer Technical Advocate (Some Travel)
There’s tech and then there is high tech. Ciena is a company that creates networking strategies that help the most advanced technology companies in the world do what they do.
Right now the company is hiring a customer technical advocate to work as a liaison between its high tech clients and Ciena’s support team. This is a remote position that requires 25% or more travel. West coast candidates are preferred, but Ciena will consider anyone based in the U.S.
Specialist, Customer Technical Advocate at Ciena
- Facilitating a positive onboarding experience for new customers.
- Developing solid customer relationships across customers’ business including engineering, operations and implementation.
- Monitoring and engaging technical support casework.
- Providing timely updates, resolution strategies and action plan deliverables.
- Analyzing technical issues and conducting detailed post-mortem reviews resulting in suggested actions that will increase customer satisfaction
- Translating and communicating root cause analysis reports and product bulletins between Ciena and its customers.
- Monitoring customer success indicators and proactively identifying and addressing post-sale tech issues
Applicants for this position must have:
- Bachelor’s degree in business administration, computer sciences, electrical engineering, or relevant experience.
- Six years of experience in a technical customer engagement role within the tech industry.
- Experience with Ciena products (e.g. 6500, 8700, MCP, etc.) while serving in a technical support, technical account management, network engineering, or design role.
- Demonstrable leadership experience.
- Negotiating skills with a knack for persuasion and consensus-building.
- Willingness/ability to travel 25% or more.
- Excellent analytical skills.
- Experience providing exceptional service to customers in a large product and services organization.
- Health, dental, vision, life and disability insurance.
- Paid time off.
- Employee stock purchase plan.
- Tuition assistance.
- Volunteer time off.
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Tyler Omoth is a contributor to The Penny Hoarder.