Technical Care Specialist

As a Technical Care Specialist, you will be part of one of the optical product teams. Your primary responsibility will be to provide advanced technical and product support, handle complex cases, and serve as a key point of contact for customer escalations and issue resolution. This role is critical to maintaining our high standards of customer care and support.

You have:

• Bachelor’s degree in Engineering (B.E./B.Tech) with 8–10 years of relevant experience,Minimum 3 years of experience in a technical support or customer care role, with a focus on Optical products.

• Strong knowledge of optical networking technologies, products, and protocols.

• Excellent analytical and problem-solving skills to troubleshoot complex technical issues.

• Strong written and verbal communication skills to collaborate with customers and internal teams.

It would be nice if you also had:

• Ability to work effectively in a fast-paced, global environment with a 24x7 support model.

• Proficiency in case management tools and systems for technical support and knowledge sharing.

• Strong organizational skills, attention to detail, and adaptability to emerging technologies and industry trends.

• Customer-centric approach with a commitment to delivering exceptional technical support and service.

• Provide advanced technical support and troubleshooting for optical products to ensure a seamless customer experience.

• Handle complex technical issues at the solution and system levels to identify and implement effective resolutions.

• Act as the key interface between customers, TEC, and R&D teams to ensure effective communication and timely escalation.

• Track customer issues through resolution and provide regular updates to ensure customer satisfaction.

• Collaborate with cross-functional teams to strengthen product knowledge and stay updated on technical advancements.

• Maintain accurate documentation of customer interactions, technical issues, and resolutions to support knowledge sharing.

• Analyze customer feedback and recurring issues to identify improvement opportunities and implement best practices.

• Support team development through technical training and knowledge sharing while ensuring compliance with company policies and industry standards.