Customer Support Engineer

The Business Entity

Technical Services is team of world-class 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 outstanding financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores.

The Team:

The TAC team support small, medium, large (Fortune 500) and often strategic Cisco customers during both pre-and post-sales periods. The TAC team is responsible for ensuring that the customer relationship is managed through proactive customer communications, by providing rapid response and guaranteeing that estimated response times are communicated up front.

Role & Responsibilities:

Responsibilities include, but not limited to:

* Logging and resolving customer calls

* Work with customer to understand their concerns

* Triage/root-cause the problem

* Provide status to the customer and sales team (as necessary)

* Submit Bug reports to Engineering

* Submit Enhancement requests to Product Management

* Track problems until they are resolved to the customer's satisfaction

Minimum Qualifications:

* BS/BA degree required, with 2 or more years related experience.

* Working knowledge of Networking industry, products and protocols.

* Able to determine problems and deliver known solutions with a high level of customer satisfaction

* Exercises judgment within defined procedures to determine appropriate action.

* Ability to communicate effectively both verbally and in writing.

Desired Skills:

* CCIE is preferred

About Cisco

The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.