Cisico
Location
Bangalore | India
Job description
What You'll Do
Cisco Umbrella is looking for a Customer Support Engineer (Tier I) to join our Support Team.
At Cisco Umbrella, Customer Support is marketing. Helping our customers is the best way to give to our brand and you're our ambassador in this mission. This is an opportunity to join a fast-growing distributed team where you will be able to offer outstanding technical expertise for Cisco Umbrella, which is used and loved by tens of millions around the world. You will also have an opportunity to support our Secure Internet Gateway (SIG) product as well. You will act as the customers guide in ensuring that Cisco Cloud Security provides them with the best possible experience.
Role & Responsibilities
Respond to customer support requests via phone and email
Diagnose and provide solutions to technical issues
Research issues while maintaining communication with end-users
Raise issues to Tier II and Tier III support, as needed
Build end user documentation and recommend procedure changes to improve efficiency
Multitask efficiently, toggling from email support to incoming calls throughout your shift
Maintain composure in a fast-paced professional environment
Solving problems accurately, creatively, and efficiently
Work well in a distributed team environment
Multi-functional collaboration
Able to work weekends on a rotational schedule
Who You'll Work With
The Cloud Security support team delivers outstanding technical consulting and support to a substantial portion of Ciscos customer base. Our vision is to drive customer loyalty through compelling support experience and our team does this every single day by solving sophisticated, confusing, and often groundbreaking network security problems. Do you want to innovate with us and make a difference in the constant fight for secure networking
Who You Are
Minimum Qualifications
You have achieved a bachelor's degree, or have accrued relevant past work experience, in a technical field (CS/CE/EE preferred) and have 2+ years of customer facing experience in network/IT support.
Have a real passion for supporting network security products.
Experienced at solving sophisticated networking issues and have a superb grasp of fundamental networking.
Strong verbal and written communication skills, and you are skilled in answering customers technical inquiries.
Desire to expand your skills, move into new areas.
Diligent and analytical.
Comfortable problem solving via both phone and email.
Hold a CCNA (R&S or Security) certification or have equivalent work experience.
Desired Skills
Familiarity solving and understanding LAN/WAN environments, Active Directory, DNS, multiple OS platforms, cloud-based security products
Experience in high level Wireshark analysis
Web Proxy support experience
Familiarity with Firewall, ISR or VPN
Familiarity with Zendesk, JIRA
Ability to prioritize and work responsibly with or without direct supervision.
You should apply if you
Care about giving to an amazing work culture and environment
Are comfortable navigating a fast-paced role
Are comfortable asking questions and reading documentation daily
Are passionate about helping customers
Have impeccable communication - both verbal and written
Can work weekends on a rotational basis
Important things to note
This is a role where change is constant
We are a team that pushes each other and learns together
This is a customer facing frontline support role
Working some weekends is required
Assisting customers via phone is required
You must be comfortable asking for help
Why Cisco
At Cisco, each person brings their unique talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.
We connect everything people, process, data, and things and we use those connections to change our world for the better.
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 arent afraid to change the way the world works, lives, plays and learns. We are thought 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.
#WeAreCisco
Job tags
Salary
