Customer Support Engineer (CSE)

Description

Ceragon (NASDAQ: CRNT) is the global innovator and leading solutions provider of end-to-end wireless connectivity, specializing in transport, access, and AI-powered managed & professional services. Through our commitment to excellence, we empower customers to elevate operational efficiency and enrich the quality of experience for their end users.

Our customers include service providers, utilities, public safety organizations, government agencies, energy companies, and more, who rely on our wireless expertise and cutting-edge solutions for 5G & 4G broadband wireless connectivity, mission-critical services, and an array of applications that harness our ultra-high reliability and speed. Ceragon solutions are deployed by more than 600 service providers, as well as more than 1,600 private network owners, in more than 130 countries.

Through our innovative, end-to-end solutions, covering hardware, software, and managed & professional services, we enable our customers to embrace the future of wireless technology with confidence, shaping the next generation of connectivity and service delivery. Ceragon delivers extremely reliable, fast to deploy, high-capacity wireless solutions for a wide range of communication network use cases, optimized to lower TCO through minimal use of spectrum, power, real estate, and labor resources - driving simple, quick, and cost-effective network modernization and positioning Ceragon as a leading solutions provider for the “connectivity everywhere” era.

We are looking for Customer Support Engineer (CSE) to join our People team:

The CSE/CST is responsible for developing activities into the customer support area, that are mainly described below, but it isn’t limited with them:

• Contacts with internal and external customers for solving issues and providing technical solutions;
• Product training;
• To analyze and provide solutions related to the customer failures;
• Functionality advise to make correct adjustments in the configurations;
• Software updates in the products;
• Recording of non-conformities previously unseen events to develop together with R&D Team and for presenting solutions to the customers after work around implemented, making frequently updates;
• Solving doubts about functionalities to develop solutions and tests together with our commercial team or government regulatory for getting certification entities from our products;
• Internal support to develop technical solutions to meet our customers' projects, including possible corrections due to unavailability of features or product updates;
• Providing work around solutions to solve the main issue until the final solution will be available, avoiding penalties and complaints in our cases open.

Key Responsibilities:

Vendor Master Management

• Keep all stakeholders involved updated in accordance with corporate policies, including the tools of control, registering regularly all contacts done, steps of treatment also escalation;

• Identify and evaluate potential issues, ensuring they meet company standards and requirements;

• Establish a set of criteria to ensure that all issues are addressed and solved before closing the ticket;

• Pushing and doing frequent updates until the end of solution and, if we don’t have one, escalating the case;

• About the cases without any feedback from the customer after implemented final solution, closing the tickets and also, registering this information into the tool;

• Following all process and defined KPIs according to the Ceragon’s policies.

Cases and Ticket Management:

• Ensure that all requisitions receive to make analysis for everyone will be registered into the systems to control the case and productivity; 

• Doing regular updates in all cases still open, helping your colleagues, our partners and customers, ensuring they comply with the procedures, specifications, timeline and budget guidelines;

• Tracking and ensuring compliance with workflows and approval process to do service out of scope;

• Tracking of the delivery process of the goods or services to guarantee compliance with the applicant's requirements, including the cases involved of spares management and only closing the case, after the units sent will be received, also pushing and escalating until they came back.

• Review and validate the conditions from the units receipt, working closely with Logistic Team to efficiently address if is necessary RMA or not, including the extension of damages have external queries or issues outside of Ceragon’s domain.

Record & Efficiency Maintenance:

• Keep detailed and organized records of support activities, including customer communications and necessary documentation for audits;

• Ensure all documentation is accurate and up to date, independent of controls in another areas, also asking possible differences between them;

• Permanent searching efficiencies related to procedures and resources involved to avoid unnecessary costs and payments from Ceragon.

Audit Support:

• Provide the required documentation and information to support internal and external audits.

• Ensure compliance with all regulatory requirements and company policies.

• Maintain organized and accessible records to facilitate the audit process.

• Prepare and provide records for internal and external audits as required.

• Monitor compliance with record-keeping policies and procedures to ensure consistency.

Requirements

CV's only in english

Required Skills & Competencies

·      Professional Ethics: Adhering to behaviors and conduct guidelines that promote good work practices.

·      Negotiation: Achieving the best possible agreement in terms of cost, quality, and delivery.

·      Process Adherence: Following and respecting the company's defined processes for each support task.

·      Proactivity: Identifying and anticipating situations, proposing feasible solutions, and suggesting process improvements.

·      Communication Skills: Managing interpersonal relationships to communicate effectively with both internal and external stakeholders.

·      Attention to Detail: Strong attention to detail with a focus on accuracy.

·      Analytical and Numerical Skills: Excellent analytical and numerical skills.

·      Multitasking Ability: Ability to multitask and prioritize tasks efficiently.

·      Organizational Skills: Strong organizational skills and ability to work both independently and within a team environment.

Qualifications:

·      Bachelor’s degree in Electronic, Communication, Computer Engineer preferred or Technician in the related area;

·      More than 3 years of verifiable experience in similar roles;

·      High command of English;

·      Mastery of MS Excel, MS PowerPoint and Oracle;

·      Basic knowledge of Microwave/Radio communications systems;

·      Understanding radio link planning principles;

·      Basic theoretical knowledge of TCP/IP, Routing and Switching, Wireless LAN, Network Monitoring System, Radio Propagation principles;

·      Ethernet/IP/networking knowledge;

·      Understanding packet switch network resiliency protocols, xSTP, G8032;

·      SDH/PDH knowledge;

·      Understanding synchronization principles and standards;

·      Experience with SNMP based NMS platform;

·      Customer-oriented professional;

·      Solution-focused mindset;

·      Excellent communication skills;

·      A strong team player attitude;

·      Advanced written and verbal English skills;

·      Willing to work in shifts, including weekends and Public Holiday.

Nice to have:

·      Proven experience with planning, engineering and advanced troubleshooting of Microwave/transmission networks (Operations experience);

·      Strong Ethernet/IP/networking knowledge;

·      Previous experience in similar positions;

·      Experience in installation, commissioning and troubleshooting of microwave communication systems;

·      CCNA or equivalent knowledge.