customer care representative/Technical Support
About The Position
We are seeking a Customer Care Representative/Technical Support professional to handle customer requests submitted via phone or other support tools. This role involves managing incoming customer queries, assisting in booking reported faults/issues into service requests, and acting as a liaison between customers and Cisco engineers in a 24x7 support environment. The ideal candidate will have experience in a B2B environment with some technical support background, particularly in Operating Systems and basic networking. Responsibilities include clarifying and recording information, collaborating with team members, escalating issues when necessary, providing regular customer updates, maintaining internal resources, and participating in continuous improvement initiatives. Adherence to established processes and a desire for ongoing skill development are essential.
Requirements
- Graduation Degree (or equivalent) or similar technical certificate
- Must be a US Citizen
- 2+ years of experience as a contact/ customer care representative
- Excellent command of spoken and written English (B2-C2 level)
- Willingness to work in shifts and on weekends - 24/7 environment (permanently)
Nice To Haves
- Worked in a B2B environment
- Some technical support experience
- Operating System & Basics of networking would be an added advantage
- 12+ months of experience in Technical Support Role
- Handled international customers over phone
- Basic Knowledge of Cisco products
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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
