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