Role: customer care representative/Technical Support
Location: Austin ,TX
Duration: 6+ Months
Job Description
Responsibilities:
- Handle customer requests submitted by phone or other support tools
- Manage incoming traffic of customer queries.
- Assist to book the faults/issue reported by the customer into a service request on their behalf.
- Act as a bridge between the customer and the Cisco engineer, providing support 24x7.
- Clarify and record information in the systems, ensure full understanding of the customer issue
- Candidate should have worked in B2B environment and should have some technical support experience (Operating System & Basics of networking would be an added advantage)
- Collaborate with other team members to achieve satisfactory resolution of customer issues
- Escalate to other support groups when necessary and follow up with them to ensure resolution in a timely manner
- Ensure regular updates to customer by call back, follow up e-mails, communicate resolution and reach an agreement of case closure
- Help maintain internal resources and knowledge bases by documenting findings and suggesting improvements
- Participate in internal projects and continuous improvement initiatives
- Follow established processes for effective management of support incidents & desire for ongoing skills development
- Should be well-versed with knowledge-based searches/ web-searches
Required Technical and Professional Expertise:
- Graduation Degree (or equivalent) or similar technical certificate
- Must be a US Citizen
- 2+ years of experience as a contact/ customer care representative
- Preferred 12+ months of experience in Technical Support Role
- Should have handled international customers over phone
- Excellent command of spoken and written English (B2-C2 level)
- Basic Knowledge of Cisco products (added advantage)
- Willingness to work in shifts and on weekends - 24/7 environment (permanently)