- Respond to customer support requests via phone and email
- Diagnose and provide solutions to technical issues
- Research issues while maintaining communication with end-users
- Raise issues to Tier II and Tier III support, as needed
- Build end user documentation and recommend procedure changes to improve efficiency
- Multitask efficiently, toggling from email support to incoming calls throughout your shift
- Maintain composure in a fast-paced professional environment
- Solving problems accurately, creatively, and efficiently
- Work well in a distributed team environment
- Multi-functional collaboration
- Able to work weekends on a rotational schedule
- You have achieved a bachelor's degree, or have accrued relevant past work experience, in a technical field (CS/CE/EE preferred) and have 2+ years of customer facing experience in network/IT support.
- Have a real passion for supporting network security products.
- Experienced at solving sophisticated networking issues and have a superb grasp of fundamental networking.
- Strong verbal and written communication skills, and you are skilled in answering customers' technical inquiries.
- Desire to expand your skills, move into new areas.
- Diligent and analytical.
- Comfortable problem solving via both phone and email.
- Hold a CCNA (R&S or Security) certification or have equivalent work experience.
- Familiarity solving and understanding LAN/WAN environments, Active Directory, DNS, multiple OS platforms, cloud-based security products
- Experience in high level Wireshark analysis
- Web Proxy support experience
- Familiarity with Firewall, ISR or VPN
- Familiarity with Zendesk, JIRA
- Ability to prioritize and work responsibly with or without direct supervision.
- Care about giving to an amazing work culture and environment
- Are comfortable navigating a fast-paced role
- Are comfortable asking questions and reading documentation daily
- Are passionate about helping customers
- Have impeccable communication - both verbal and written
- Can work weekends on a rotational basis
- This is a role where change is constant
- We are a team that pushes each other and learns together
- This is a customer facing frontline support role
- Working some weekends is required
- Assisting customers via phone is required
- You must be comfortable asking for help
Technical Consulting Engineer - Bengaluru, India - Cisco
Description
What You'll Do
Cisco Umbrella is looking for a Customer Support Engineer (Tier I) to join our Support Team.
At Cisco Umbrella, Customer Support is marketing. Helping our customers is the best way to give to our brand and you're our ambassador in this mission. This is an opportunity to join a fast-growing distributed team where you will be able to offer outstanding technical expertise for Cisco Umbrella, which is used and loved by tens of millions around the world. You will also have an opportunity to support our Secure Internet Gateway (SIG) product as well. You will act as the customer's guide in ensuring that Cisco Cloud Security provides them with the best possible experience.
Role & Responsibilities
Who You'll Work With
The Cloud Security support team delivers outstanding technical consulting and support to a substantial portion of Cisco's customer base. Our vision is to drive customer loyalty through compelling support experience and our team does this every single day by solving sophisticated, confusing, and often groundbreaking network security problems. Do you want to innovate with us and make a difference in the constant fight for secure networking?
Who You Are
Minimum Qualifications
Desired Skills
You should apply if you...
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