Technical Consulting Engineer

1 week ago

Bengaluru, Karnataka, India Cisco Full time

Role Summary

Cisco is seeking a skilled Technical Consulting Engineer to join our Customer Experience (CX) organisation's Mission. As a Technical Consulting Engineer, you will play a key role in accelerating customer success through innovative services and world-class people, partners, processes & tools.

Key Responsibilities

  • Manage Technical Assistance Center cases, evaluate issues, and address any problems in real time.
  • Provide answers and solutions for our growing customer base about the Cisco VoIP Software Application platform.
  • Collaborate with both Level 1customer support and other Cisco Technical Assistance Centers in Australia and North America to reach successful resolution for all customers inquires.
  • Ensure that all client questions and concerns are addressed and responded to in a timely fashion with regards to our team goals and customer SLAs (Service Level Agreements).
  • Provide guidance to customers, unfamiliar with the Cisco product, and go above and beyond to ensure that they have all the necessary information for successful product operation.
  • Provide customer assistance using telephone, e-mail, and our on-line ticketing system.
  • Provide occasional evening, weekend, and night duty (scheduled maintenance and on-site customer support) as well as "on-call" (24x7) support on a rotation basis.

Requirements

  • Minimum of 2 years work experience in Technical Support or an equivalent engineering role
  • Telecommunications and IP networking background, preferably in technical support
  • Professional level (e.g. CCNP) or Expert level (CCIE) is added advantage

Preferred Skills

  • You have a solid understanding of cloud-based services and Telecommunications.
  • VoIP systems experience, with knowledge of some the following protocols: SIP, MGCP, RTP, TLS, SMTP, SNMP, Security and encryption techniques.
  • Linux administration experience with exposure to some the following: Apache, DNS, Tomcat, MySQL, Java, Python and PERL.
  • Familiar with Session Border Controllers, Network Address Translation, Call Detail Record collection, IP gateways, and PSTN interfaces
  • An understanding of the Software as a Service (SaaS) business model.
  • Telecommunications and IP networking background, preferably in troubleshooting and technical support.
  • Exceptional customer service skills and focus on customer satisfaction and quality service.
  • A commitment to the highest ethical business standards.
  • The ability to speak English fluently and have excellent written communication skills to effectively communicate with worldwide customers.
  • Discretion & independent judgment: There are good tools, procedures, information, and team members are available to assist the Engineer in using discretion and judgment.

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