Technical Consulting Engineer

3 months ago

Bengaluru, India Cisco Full time

Who You'll Work With

Cisco Customer Experience (CX) organisation’s Mission is to accelerate customer success through innovative services and world-class people, partners, processes & tools. Services led interactions are key differentiator to maximize the value of Cisco’s solution to customer.

Cisco BroadWorks  is an enterprise-grade calling and collaboration platform delivering unmatched performance, security and scale. BroadWorks is hosted by service providers to deploy cloud calling from a common network platform over any type of wired or wireless network architecture. Technical Consulting Engineers in this domain understand the BroadWorks SaaS platform to look after trouble tickets, develop solution guides for our Customers and Partners, and take an active technical role in deployment and support of the company's solutions.

Who You Are

We need a great teammate and natural innovator who can drive resolution of customer issues, improved customer experiences with products, technologies, and solutions by demonstrating technical excellence, collaboration, and ownership in all aspects of customer problem resolution, thus delivering an exceptional support experience. You will work with Cisco’s CX SaaS Support Technology group, specifically in the BroadWorks sub-technology group. You will be collaborating with other CX delivery teams, product engineering, Sales Organization teams to help improvement in product serviceability, feature of new products and solutions and implementation support. You will also collaborate and work with a global TAC workforce, to delivery seamless experience to customers.

Minimum Qualifications

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

Desired 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.

What you will do

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.

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