Main duties and responsibilities:

The Customer Service Representative (CSR) will be responsible for processing Support Purchase Orders into the Finance and Customer Relationship Database, managing Support Contract Renewals, and answering and logging the initial technical support calls into the Customer Relationship Database.

The CSR will:

• Process the Technical Support and Software Upgrade Purchase Orders;
• Process and manage the Support Contract Database;
• Process the support contract renewal;
• Process the initial technical support calls;
• Process the RMA requests;

Requirements:

• Minimum 2 year college degree
• Proficient in computer skills;
  • Experience with Expandable and Salesforce.com preferred, but not required
• Excellent telephone communication skill
• Excellent verbal and written communication skill
• Fluent in English; Spanish is a plus

Education and Work Experience:

• BS degree preferred or equivalent work experience

Main duties and responsibilities:

The Technical Support Engineer (TSE) will be responsible for providing 3rd level technical support for various technologies in Ruckus Wireless products to partners and service provider customers in the Americas.

The TSE will:

• provide technical support to partners and end customers for various technologies on Ruckus Wireless products, and solutions;
• formulate technical action plans for analyzing and resolving end-to-end solutions;
• generate clear and concise documentation in the form of case notes, technical tips and white papers;
• works on complex problems where analysis of situations requires in-depth fault analysis and troubleshooting skills;
• simulate technical problems in the lab;
• share his/her knowledge with other people in writing technical documents and enlarge the knowledge database;
• provide internal and/or external technical presentations (cross-training);
• escalate some specific problems to development engineering for product enhancement;
• work closely with his/her colleagues, SQA engineers, and development engineers to achieve common goals;
• strive to technical excellence and expertise;

Requirements:

• Bachelors degree (e.g. Computer Science, Electrical Engineer, etc.), Masters degree preferred
• At least 5-7 years hands-on experience as a TSE
• At least 3-4 years of 802.11 a/b/g product support
• High level troubleshooting experience with strong customer focus
• Fluent in English (verbal and written), Spanish and/or Portuguese are a plus
• Solid understanding of TCP/IP, Bridging, and Routing