Specialist Customer Technical Advocate – Submarine Network
Current✓ Trusted technical advisor to develop rock solid customer relationships across the customer’s business to include Engineering, Operations, and Implementation. ✓ Proactively monitor and prioritize technical support case work to ensure all service level objectives and agreements are met for the franchise. ✓ Coordinate and facilitate customer business meetings to answer technical questions or concerns related to product support issues on Ciena hardware and software platforms.✓ Assume the role of escalation manager for highly escalated Services and Support related issues. Provide timely communication updates, resolution strategies and action plan deliverables. ✓ Provide end-to-end analysis of technical issues and the customer experience by conducting detailed post-mortem reviews resulting in procedures, best practices recommendations and/or direct actions that will increase customer delight. ✓ Translate and communicate complex technical root cause analysis reports and relevant product bulletins between Ciena subject matter experts and the customer. ✓ Work with our Services and Support delivery teams closely monitoring Customer Success Indicators, ensuring post sales technical issues are proactively identified and addressed. ✓ Represent Global Technical Support during customer operational and business reviews and proactively suggests solutions to customer concerns.
