Unified Contact Center Escalation Leader

hace 3 días

Ciudad de México Cisco Systems A tiempo completo

What You'll Do

Cisco's Technical Services is team of elite technical experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through excellent financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. Cisco's technology team consists of the industry's brightest minds; developing and deploying today's most advanced Internet technologies. You'll gain insight on the detailed functionality of Cisco products and partners with all distributed elements of the service chain.

Who You'll Work With

You will work with a tight-knit team that demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. If you have patience and an empathetic view of the customer, and want to hone your skills and advance your career making valuable contributions to customers while working with an industry leader in networking technology, Shared Services in CX is the place for you

Who You Are
- You will assist in driving Cisco Contact Center Express technical support, escalation through partners, account teams, and other Technical Assistance Center engineers.
- You will also provide/coordinate technology/product training and intellectual property material as required
- You will act as focal point for Critical/GFEP/CAP Accounts to ensure proper resources are engaged, communication is effective, and cases are progressing to overall resolution.
- You will proactively monitor team backlogs and act as early detection for customer satisfaction
- You will maintain and build relationship with our internal and external stakeholders
- You will provide guidance to others on documented processes and procedures

Desired Skills
- Typically requires BS in a technical field (CS/EE preferred)
- Expertise in Security related Technologies (To be changed dependent on Technology.

Why Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns. We are inspiring leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco.

**Cisco Covid-19 Vaccination Requirements

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