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Company Name:
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Cisco
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Job Reference ID:
Date:
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R854743
11/9/09
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Type:
Categories:
Classification:
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perm
Information Technology
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Location:
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RANCHO CORDOVA
CA-US
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Experience:
Pay:
Bonus Range:
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Job Description
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Find out what all the excitement’s about. Join WebEx—the hottest Cisco product line!
Take full advantage of the opportunities available in a fast-paced start up environment. And reap the benefits of a Fortune 100 company that’s considered one of the Best Big Companies to Work For.
Capitalize on your passion and product knowledge to deliver the #1 web meeting experience worldwide. Connect your customers to the collaboration solutions they need to work smarter.
Description:
Technical Support Engineer - (TSE),
Primary responsibilities are troubleshooting technical problems customers may encounter using WebEx services, diagnose and resolve client PC configuration issues, diagnose and resolve basic network conflicts and congestion issues, and advise our customers on the use of WebEx services via inbound phone calls or e-mail.
WebEx Technical Support personnel are responsible for providing first class initial support for technical and non-technical inquiries and escalations coming from business customers. TSE’s will utilize the Account Management portal as well as other database tools and trouble ticket system to manage and track issues and escalations in accordance with service level agreements.
Support tasks include interpreting contractual obligations, process adherence, customer migrations, and site administration functions.
The TSE must be a team player capable of high performance and flexibility working in a dynamic 24x7 environment. WebEx views its customer relationships as vital to the organization and demands a high level of professionalism from its support operations personnel.
Specific Responsibilities:
• Participate in delivering and exceeding customer service level commitments.
• Receive inbound customer technical support calls via a phone queue; utilize trouble ticket application and databases to manage and resolve the customer issues.
• Manage and respond to incoming email or support ticket requests thoroughly in a timely manner.
• Receive inbound non-technical support inquiries
• Utilize other customized WebEx tools and processes to help identify the root cause of technical problems.
• Research and resolve customer inquiries for the various products and services WebEx offers, including customer follow-up and appropriate escalation when necessary.
• Effectively articulate necessary technical and non-technical information to customers in a simple and concise manner over the telephone or via e-mail.
• Must meet or exceed individual performance goals focused on providing superior customer support.
• Communicate and work effectively with staff in all levels of the organization.
• Perform other duties as required.
Technical Qualification Requirements:
• One-two years experience in a call center supporting a network-based service or application, web-based/Internet experience highly desired.
• Intimate knowledge of Win98/NT/2000 Vista and XP. -- Must be able to install, configure, and maintain each of these O/S's.
• A strong working knowledge of Mac and UNIX/Linux, with previous support experience highly desirable.
• Strong understanding of the use and configuration of Internet browsers, specifically IE and FireFox.
• Previous WAN diagnostic and troubleshooting experience.
• Previous LAN installation, configuration, and troubleshooting experience
• Thorough understanding of the Internet and related concepts
Non-Technical Qualifications:
• Previous experience providing exceptional Customer or Technical Support
• Must possess a balanced hybrid skill-set which consistently delivers superior support for both technical and non-technical issues
• Must possess superior customer-focused skills which will produce success supporting customers of varying degrees of sophistication and computer literacy
• Must have outstanding written and verbal English communication skills
• Must view customer satisfaction as something s/he personally owns from beginning to end
• We require candidates who have demonstrated "professional excellence" in their previous job or field of endeavor and who are excellent team players
• Bi-lingual language skills a plus
• BA/BS preferred
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