Technical Consulting Engineer

Há 1 mês

Oeiras, Lisboa, Portugal Cisco Tempo inteiro

About the Role

Cisco is seeking a skilled Technical Consulting Engineer to join our team. As a Technical Consulting Engineer, you will be the face of support for our customers, working closely with various teams to build long-lasting relationships and deliver exceptional experiences.

Key Responsibilities

  • Confirm issues are received, recorded, and repaired or flagged for the right team in a rapid and efficient manner.
  • Work with teammates to build relationships with customers and deliver unique experiences.
  • Act as a primary support contact to identify and resolve technical issues.
  • Facilitate customer communication via phone, chat, and email.
  • Build groundbreaking customer service experiences, creating more promoters and champions of Duo.
  • Record and maintain accurate, timely details of issues and activity in a request tracking system.
  • Contribute to customer-facing and internal documentation used for self-support.
  • Develop recommendations for product improvement based on support issues and customer feedback.

Requirements

  • 2 to 3 years of demonstrated ability in a customer-facing product support role.
  • Fundamental or methodical problem solver.
  • Strong network troubleshooting background.
  • Understanding of principle web technologies [DNS, HTTP(s), etc.].
  • Windows OS administration experience [Active Directory].
  • Cross-platform OS knowledge [Linux, Mac OS X, Windows].
  • Cross-platform mobile device knowledge [iOS/Android/Windows Phone].
  • Strategic, energetic, concise, patient, and customer-centric.
  • Loves to translate "customer-speak" to "developer-speak" and vice-versa.
  • Follows through. Takes the initiative to own issues until resolution.
  • Unbridled appetite for constant learning.
  • Documents and shares knowledge to improve team performance and customer self-service.
  • Multi-tasks and handles stress with ease, without getting flustered.
  • Knows when to bring up an issue or ask for help.
  • Welcomes and adapts to change in a swiftly paced workplace.

Nice to Haves

  • Bachelor's Degree [Computer Science, Information Systems or related].
  • Network security or information assurance background.
  • Experience supporting a high-availability SaaS environment.
  • Familiar with network infrastructure technologies [Cisco, Citrix, Juniper, VMware, etc.].
  • Previous experience with customer support or helpdesk ticketing tools.
  • Basic scripting skills [BASH, Python, etc.].
  • Back-end web development experience/troubleshooting is a plus.
  • Certifications are cool, too.
  • Experience in retail or similar customer-facing roles.
  • Fluency in Spanish and/or French.

About Us

Cisco is committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture, but our reputation and Cisco's achievement as well.

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