CUSTOMER TECHNICAL SUPPORT - NETWORKING

Job Description

Customer Technical Support - Networking – TEMP TO HIRE

Location: Chatsworth, CA

About Canoga Perkins

Canoga is the telecommunications infrastructure leader that powered the deployments of 3G and 4G. Today Canoga is developing the 5G Fronthaul solution that will enable fully featured 5G networks to lead the next generation of connectivity for people and machines. Canoga provides its customers with network connectivity solutions that allow them to change the world.

Job Summary

We are seeking a Customer Technical Support professional who will act as a point of contact for customers, technical support, sales and repair teams including RMA processing of product returns and repairs. As a member of the Customer Technical Support team, you will play an active role in ensuring Canoga’s reputation for outstanding support and service is upheld.

What you'll do

Maintain Canoga customer expectations and cultivate positive customer relationships.

Document, track, monitor and provide status updates for customer related activities utilizing inhouse trouble ticket systems.

Document and maintain Canoga’s current RMA processes, with constant attention to details and continuous improvement.

Utilize Canoga’s ERP (Enterprice Resource Planning) system to manage core business processes for optimal performance.

Acts as liaison between repair team, sales team and customer success teams to provide outstanding service.

Gain knowledge over time to become more active in the resolution of Canoga’s products to support sales and technical issues.

What we're looking for

Degree or experience in a related field.

Excellent written and verbal communication skills.

Ability to work in a fast-paced environment; understands urgency and deadlines.

Strong attention to detail and accountable for managing problems through resolution.

Efficiency with MS Office tools including excel, word and email.

Prior ERP system experience is a plus.

Ability to multi-task and handle competing priorities.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working with Other People: Works effectively with co-workers, customers and others by sharing ideas in a constructive and positive manner, listening to and objectively considering ideas and suggestions from others; keeping commitments; keeping others inform of work progress, timetables and issues; addressing problems and issues constructively to find mutually acceptable and practical business solutions; addressing others by name, title or other respectful identifier; and, respecting the diversity of our workforce in actions, words and deeds.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services.; Continually works to improve supervisory skills.

Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

Canoga Perkins offers an excellent package including paid vacations and medical, dental and vision insurance.

Canoga Perkins is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.