Technical Consulting Engineer
Há 7 dias
Job Summary
Cisco is seeking a skilled Technical Consulting Engineer to join our team. As a Technical Consulting Engineer, you will be the face of support and play a key role in our customer success and happiness.
Key Responsibilities
- Confirm issues are received, recorded, and repaired or flagged for the right team in a rapid and efficient manner.
- Work with various teammates at Cisco to build long-lasting relationships with our 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 and create more promoters and champions of Cisco.
- 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, including DNS, HTTP(s), etc.
- Windows OS administration experience, including Active Directory.
- Cross-platform OS knowledge, including Linux, Mac OS X, Windows.
- Cross-platform mobile device knowledge, including iOS, Android, Windows Phone.
- Strategic, energetic, concise, patient, and customer-centric.
- Loves to translate "customer-speak" to "developer-speak" and vice-versa.
- Follows through and 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.
Preferred Qualifications
- Bachelor's Degree in Computer Science, Information Systems, or related field.
- Network security or information assurance background.
- Experience supporting a high-availability SaaS environment.
- Familiarity with network infrastructure technologies, including Cisco, Citrix, Juniper, VMware, etc.
- Previous experience with customer support or helpdesk ticketing tools.
- Basic scripting skills, including BASH, Python, etc.
- Back-end web development experience/troubleshooting.
- Certifications.
- 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 believe that our diversity makes us stronger and more innovative, and we strive to create an environment where everyone feels valued and empowered to contribute.
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