Description
Role & Responsibilities:
- Supports delivery of Technical Services Advantage program to major accounts.
- Ensures follow-up and closure of critical problems with large strategic customers
- Uses standard tool to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution
- Regularly interacts with Clients customer and internal teams in a coordinated fashion to ensure problem resolution
- Maintain a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, chat, video conferencing and other collaboration methods.
- Co-ordinates root cause analysis upon customers request
Minimum Qualifications:
- Proven leadership skills, initiative taker and has the ability to work outside of process. Also experience in a support environment is a plus.
- Ability to work with Engineers to review potential product or software defects and obtain fixes
- Has a technical and networking understanding, but primarily has the ability to leverage the technical expertise of others.
- Leverages and contributes to Virtual Teams.
- Questions ways of working and suggests improvements.
- Independently coordinates and executes tasks.
- Uses technical understanding to work with HTTS and DE to create a recommended solution, and to understand the business impact to the Customer
- Solid understanding of business process and requirements in a support environment
- Excellent written and verbal communication skills, across culture. Ability to work successfully as a team member in a cross-functional Matrix environment
- Results driven and focus on the customer
- Commercial and contractual understanding
Desired Skills
- Swedish language. Proficiency in English.
- Cisco Architecture & Technology Knowledge, understanding of networking technology, and the Enterprise environment. Cisco's CCNA certification or higher very welcome
- ITIL Foundation and intermediate level is recommended
- Good presentation skills
- Ability to work under pressure
- Negotiations skills