Description
Job Description
- Supports delivery of Focused Technical Support program to major accounts.
- Ensures follow-up and closure of critical problems with large strategic customers
- Regularly interacts with 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, Webex, video conferencing and other collaboration methods.
- Co-ordinates root cause analysis upon customers request
Skills Required
Candidate must be a self motivated individual that is dedicated to exceeding client expectations, be willing to contribute to team efforts, and must possess strong communication and interpersonal skills:
- French language
- Proven leadership skills, initiative taker and has the ability to work outside of process. Also experience in a support environment is a plus.
- Work with HTTS, Duty Managers and BU Development 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
Cisco Architecture & Technology Knowledge:
Understanding of networking technology, and the Service Provider environment
Educational Background Recommended
Typically requires BS, CS, or University degree equivalent plus 4+ years experience in network engineering or telecommunications support environment. Advanced degree strongly preferred. CCNA required. CCNP is a plus.