Customer Support Engineer
What You'll Do
Cisco Umbrella (formerly known as OpenDNS) creates a new layer of cloud-delivered protection in the network security stack, both on and off the corporate network. Umbrella prevents command & control callbacks, malware, and phishing over any port or protocol.
Role & Responsibilities
??? Work duirng weekends + 3 days during the week
??? Monitor the help desk queue
??? Respond to user support requests
??? Diagnose and resolve technical issues
??? Research issues while informing end users of status
??? Escalate issues to Tier II and Tier III support, as needed
??? Create end user documentation and recommend procedure changes to proactively reduce number of help desk requests
??? Multitask efficiently
??? Work under pressure
??? Problem solve accurately, creatively and efficiently
??? Communicate effectively
??? Work well in a team environment
Who You'll Work With
Cisco Umbrella is looking for an experienced Customer Support Representative to join our growing Support Team. At Cisco Umbrella, Customer Support is marketing. Helping our customers is the best way to add value to our brand and you are our ambassador in this mission. This is an opportunity to join a fast growing medium-sized team where you will be able to offer first-rate customer service for an established product used and loved by tens of millions around the world. You will act as the customer's champion ensuring that Cisco Umbrella provides them with the best possible experience.
Who You Are
??? Ready to work during weekends
??? 1-3 years relevant work experience.
??? Love helping customers and delivering satisfaction.
??? Strong written communications skills. You will be asked to submit a writing sample.
??? Superior customer service skills - Customer Focused.
??? A desire to expand your skills, move into new areas.
??? A college degree from an accredited four-year university.
??? BS in Computer Science/Information Systems or equivalent technical experience preferred.
??? Strong oral communication skills, including the ability to present technical information in user-friendly language.
??? Strong team player possessing the willingness to seek feedback, adapt practices and continuously learn and evolve.
??? Ability to handle constantly changing flow of traffic: remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
??? Ability to prioritize and work responsibly with or without direct supervision.
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.
We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.
We Are Cisco.