Northeastern University MS Telecommunications

REMINDER: The last day to add courses for the Spring is this Monday 1/26. The last day to drop classes is Monday, 2/2.

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Product Support Specialist wanted for TSM company through TSM Alumni

Essential Functions
• Interface with Polycom’s Certified Service Partners, external customers and internal sales and engineering teams with a keen focus on satisfying internal and external customers at the highest level.
• Provide best in class high-level technical support to address complex technical challenges involving Polycom’s full suite of products and solutions.
• Troubleshoot and resolve these challenges by employing comprehensive problem analysis and customer service skills. This troubleshooting is likely to involve addressing networking challenges in both LAN and WAN based IP environments.
• Document accurate and detailed descriptions of all problem data, troubleshooting activity and resolution data in the customer relationship management database system.
• Gather, review and record any pertinent log files, traces, configuration, environmental information, and network topology data. This data will be used to analyze the problem at hand and synthesize solutions for the customer in a timely manner.
• Work closely with Polycom Tier 4 and development teams to address any issue that requires the input of the engineering organization.
• Utilize historical information gathered while resolving support requests to develop and submit technical articles to the centralized Polycom knowledge base.
• Work in collaboration with members of the wider support team to develop each agent’s technical skills to even greater levels.
• Receive and develop peer-to-peer training in all appropriate Polycom products as well as the specific ways they are integrated into larger networks and complex solutions.
• This position occasionally requires working non-standard hours and holidays.
• This position involves participating in a rotating on-call cell phone schedule to support off-hours escalation work
• This position requires up to 20% travel to customer sites.

Send their resumes to this email: [email protected]

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