Technical Solutions Specialist
hace 3 días
Cisco's Technical Assistance Center is a team of world-class technical experts dedicated to helping customers deploy and operate their networks effectively while delivering exceptional customer experiences. Our success is measured by outstanding business outcomes for our customers and partners, including industry recognition and high employee engagement.
Key Responsibilities:- Provide highest-level technical support to resolve complex customer problems from on-premise to Cisco Cloud.
- Engage with the Engineering Business Unit to influence the quality and serviceability of supported products.
- Ensure technical documentation is created and available for customers to effectively troubleshoot products/solutions.
- Identify and work with BU to enhance tools, script automation, or other activities that enable TAC engineers to work more efficiently and accelerate issue identification and resolution.
- Coach and mentor others to advance in their careers.
- Participate in delivering and exceeding customer service level commitments.
- Typically requires BS in a technical field or equivalent plus 2 to 5 years related experience.
- At least 3 - 5 years' experience in support of Cisco Unified Communications or Business Video Solutions.
- Understanding of Webex - Cloud application services, or Software as a Service (SaaS).
- CCNA
- Good understanding of call control protocols
- Hands-on Experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler)
- Strong written, verbal and presentation skills
- CCNP, CCIE Collaboration highly desired
- Minimum of 3 years of experience supporting SaaS solutions, enterprise applications, solutions and/or collaboration infrastructures is required. "Real time" service support environment experience is highly desired.
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