Webex Calling Consulting Engineer
Location:Mexico City, Mexico
Area of InterestCustomer Experience
Technology InterestWebex (Collaboration)
Webex Calling is a Global Market Leader that provides a cloud-based carrier class VoIP platform.
This is not your typical helpdesk position. Webex Calling is a fully managed, scalable SaaS model that lets customers cost-efficiently deploy Webex Calling – into our integrated suite of communication and collaboration services.
You will technically understand the Webex Calling SaaS platform to look after trouble tickets, develop solution guides for our Partners and take an active technical role in deployment and support of the company's solutions.
Front line resolution of technical issues while working with our global support team to provide industry-leading technical support for our Cloud Suite of Products.
Provide Tier 2 support to our partner's level-1 support teams with assistance in problem resolution by providing answers and troubleshooting for our customer base by taking customer support calls, answer on-line chat, and respond to support portal tickets in a timely and professional manner.
This involves troubleshooting of portal features, SIP call flows and audio quality and network problems which can include the customer router, firewall, third party ISP interconnects and peering providers and downstream SIP Carrier Providers
To delight customers by listening to the customer's concern, demonstrate that you understand their issues and their situations, determine the best action, and think beyond the initial ask to answer the next question to meet or exceed their expectations.
Collaborate with other Cisco teams and diligently escalate sophisticated problems where a course of action may not be immediately obvious, whilst maintaining full ownership of the issue, ensuring the customer is fully informed until resolution.
Update our customer support portals proactively to provide customers with the self-help, documentation, release notes, and FAQs they need to avoid problems or resolve issues quickly.
When needed, work with third parties such as downstream SIP Carrier Providers, Peering Providers, ISP, router, switch, and SIP phone and IAD (Integrated Access Device) manufacturers to resolve customer problems, with the understanding that as SaaS provider every problem is an opportunity to assist the customer.
The position supports our Service Providers including elite Telecommunications Operations and Tier 1 Channel Partners with sometimes demanding and urgent needs.
As a Webex Calling Customer Support Engineer, you will report to the Webex Calling Customer Support Manager to support our rapidly growing customer base.
Experience & Technical Aptitude
Technical understanding of the full suite of Webex Calling products deployed in the Cisco environment is required.
Experience with VOIP technology and terminology including Session Initiation Protocol (SIP), Real-Time Transport Protocol (RTP), CODECS, DTMF, DNS, UDP, TCP/IP, NAT
Knowledge of functions in the area of SIP Telephony and unified communications service delivery such as IP network architecture, QoS, IP phones, routers, provisioning, device management, and desktop and mobile software.
Experience with Linux system admin and network analysis and troubleshooting tools such as Wireshark.
2-5 years demonstrated ability in Telecommunications, IT or networking, with an emphasis in the areas of Operations, Technical Sales, or Customer Support and ideally in a Service Provider environment is required
Relevant technical or degree level qualifications are not crucial but will be highly regarded
Skills, knowledge & attributes
You have a solid understanding of cloud-based services and Telecommunications.
Knowledge of a typical Service Provider process and systems works, the needs of their end users, and an understanding of the Software as a Service (SaaS) business model.
Demonstrated Technical and Customer Service skills to not only resolve customer issues, but also show understanding and empathy to build relationships, and promoted industry leading customer satisfaction.
Proven troubleshooting methodology with strong analytical skills with a desire to understand the ‘why’ not just the ‘what’ or ‘how’ and solid attention to detail
Energetic and self-motivated, with a positive outlook to make suggestions and work with the team to build customer confidence and make continuous improvements of our support processes and tools.
This is a multifaceted work environment and flexibility is required to multitask, manage change and thrive in a fast-paced environment. Demonstrated willingness to take full advantage of on-the-job and formal technical training through self-study to acquire the knowledge vital to be successful in the role in a rapidly growing area of the telecom industry will be essential.
Discretion & independent judgment: There are good tools, procedures, information, and team members are available to assist the Engineer in using discretion and judgment.
This is a desk-based role and you will work from a Cisco office.
TAC provides 24x7 support and flexibility will be required to provide on call and/or evening, weekend, and night duty to ensure 24x7 support
Occasional international travel opportunities may be available for training
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.