Previous call center experience, preferably supporting data networking products and/or security products is desirable.
Strong English and Spanish skills both written and verbal. Ability to speak Portuguese is a plus. Ability to learn Portuguese within one year!
Adaptable and flexible, operating in a fast-paced, dynamic environment.
An independent certification on security from SANS, (ISC) 2, ISACA, BS7799/ISO17799 is a plus.
Travel occasionally for short periods of time to take/provide training and special engagements
Consultation of technical documentation, bulletins, and release notes for known problems
Reproduction of customer environments on lab equipment
Follow up on technical cases including proper escalation and management of the case until case closure.
Manage customer communication and expectations until the closure of each case
Submit KB articles monthly to contribute with internal and external DB´s
Other Job Requirements:
Bachelor / Engineering degree in Computer Science, Electronics or Telecommunications granted by a University recognized by the local Education System and/or Education Authority.