Our Global Field Escalation Program (GFEP) Resolution Leaders are the face of Cisco to in-theater customers and partners. In this position we help customers maximize network availability and functionality by helping them to expedite open service requests and RMA. You'll collaborate with other Cisco teams to achieve these goals. The focus of the position will be to overcome customer challenges (process/language/cultural and technical), while interacting with other client’s organizations.
Who You'll Work With
The Global Field Escalation Program (GFEP) relies on each Resolution Leader communicating and collaborating often. This results in very strong collaboration which has shown to be successful in driving issues to resolution.
Who you Are
As the single point of contact for technical support issues you'll facilitate with the respective organizations to drive issues to solution. You'll aggressively identify trends and gaps related to the products and services to improve the quality delivered across different entities. You have a strong knowledge of TAC processes, Logistics, and Critical issue best practices.
The Tier 2 position may require travel to visit key and strategic customer sites within country/region, with the aim of reviewing open cases and/or educating customers on Cisco Technical Service processes.
You work as an example to your team by mastering all TAC, Logistics and TS processes and tools to provide a high level of customer support. You assist customers by collaborating with appropriate teams and following up to drive resolution. You're organized, can track and provide additional analysis to identify structural issues our customers face, as indicated by the Territory Escalation Manager and partner to keep record of these critical issues. You understand the responsibility of achieving all defined metrics to ensure customer satisfaction.
·You are fluent in English in verbal and written form.
Spanish Fluency in verbal and written form is desired, but not required.
·You can demonstrate strong presentation skills; excellent written & verbal communication; and can facilitate customer relations at all levels.
·You exhibit a deep understanding and strong interest in networking products.
·You've obtained 2+ years’ Customer Service experience; strong commercial awareness; are highly motivated and committed to customer satisfaction.
·You've achieved a Bachelor’s degree (or equivalent). Study in related field (Information Technology, Computer Science) is a plus.
·You are highly analytical and can handle complex customer engagement.
·You're self-starting and resilient; demonstrating the ability to work under pressure without supervision.
·You have the ability to demonstrate leadership at all times, maintaining professional decorum and positive attitude; taking responsibility and accountability.
Are available to work shifts Monday-Friday.
Your operational hours may be subject to change due to requirements. The nature of your employment is such that you will work whatever hours necessary to fulfil the duties of your post.
Flexibility is important. Obligations placed upon you and tasks required of you will inevitably vary and develop with the growth of the Company.
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