Customer Support Agent

hace 5 días

Puebla, Puebla, México ExactlyIT A tiempo completo
Puebla, Mexico

Customer Support Agent is responsible for providing quality and efficient customer support to customers through quality phone calls and tickets daily, as well as various tasks assigned to the agent.

General Accountabilities

  • Maintains daily communication with the team and hits productivity standards.
  • Receive incoming customer calls, emails, and create tickets for Requests.
  • Responds to High and Critical priority tickets/projects according to standard operating procedures.
  • Serve as initial responder within the hosted environment in the notification, identifying, an documenting the information.
  • Assists the manager with daily operation of the Customer Support Center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
  • Provide remote support via a combination of telephone and remote support tools.
  • Take deliveries from vendors, process and scan packing slips.
  • Communicate (both verbally and in writing) with customers in a formal and professional manner.
  • Create and manage the lifecycle of ticket requests in the company's ticketing system.
  • Create and Utilize formal Work Instruction (WI) documents and other documented knowledge to follow the proper procedures.
  • Ensure escalations are handled in a professional, consistent, and relentless manner.
  • Adhere to the Customer Support Center Ops Manual
Job Qualification
- Elementary education preferred - Technical skills: 1-2 years of Customer Service

Technical Skills

  • 7+ years network engineering experience in large Enterprise environments or MSP.
  • MSP and consulting experience highly preferred.
  • Experience working in enterprise datacenters is required.
  • Experience with Cisco routing and switching technologies is required; Nexus experience preferred.
  • Experience with Prime Site Survey, VPN Anyconnect, DMVPN, MPLS, Solarwinds, Infoblox, Splunk, Cisco ACS, F5 Balancers is highly preferred.
  • Expert Cisco configuration and troubleshooting skills across multiple platforms including Cisco Wireless, Firewall ASA, Firepower, Routing and Switching (medium to expert level), Cisco ISE, Site to Site VPNs, Cisco SD-WAN is required.

Professional Skills

  • Fluent English language skills required: verbal and written communication.
  • Self-motivated and disciplined.
  • Strong stakeholder relationship management skills.
  • Strong investigative and analysis skills.
  • Strong technical and process design and implementation skills.
  • Strong communication and presentation skills along with the ability to work in a highly collaborative environment.
  • Ability to work creatively and analytically in a problem-solving environment.
  • Manages multiple priorities in a high-pressure environment.
  • Have strong inter-personal and communication skills: capable of training users in complex topics and making presentations to internal groups.
  • Able to write intricate system and user documentation. Capable of writing and explaining purchase justifications.

Benefits

Medical, Dental, and Life Insurance. Savings Fund, Vacations Bonus, Christmas Bonus, Grocery Bonus, Annual Bonus.

PTOs

Vacation Days.

Save on commute

Paid office parking.

Discount Programs

Medical-related discounts.

Prime location

In the heart of Puebla, with views of Popocatepetl volcano, restaurants, and amenities close by.

Sponsored Events

Team social events and Christmas Dinner.

Sport Activity

Join your colleagues in various sports activities in the area.

Eat & Drink

Enjoy a kitchen stocked with drinks, coffee, and snacks.

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