Thursday, 16 June 2011

Cisco - Customer Support Engineer


Cisco Systems, Inc.


Requisition #:R896810Location:INDONESIA.JAKARTA RAYA.JAKARTA
Job Title:Customer Support EngineerRegion:ASIA PAC
Area of Interest:Cisco Services (Formerly Customer Advocacy)Level of Experience:Experienced - Non Manager
Flexible Work Option:Yes
Job Description:Cisco seeks a Customer Support Engineer to join some of the industry's brightest minds in supporting the most advanced Internet technologies. In this role, you will gain insight on the functionality of Cisco products and partner with all distributed elements of the service chain. The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology.
You will act as a focal point for major Tac Service Request escalations from our customers in Indonesia. Working in a highly coordinated fashion with our World-wide Technical Assistance Centres (Tac), you will present Technical Services end-to-end in a customer facing role, in close collaboration with Sales teams and partners to resolve customer issues and achieve good customer satisfaction. In this capacity, you will assume ownership for the customer experience from post sale support where good stakeholder management and communication with remote teams across diverse cultures and language backgrounds are critical success factors.
You will work on issues of diverse scope where analysis requires evaluation of identifiable factors. Hence, proven technical skill and experience in network deployment, support and operation coupled with strong problem-solving capabilities are required. Your ability to exercise technical leadership, stay calm and work through complex scenarios in a crisis situation is a key personal asset.
In your proactive capacity, you will be required to
- educate partners on TAC processes so that they increase C-Sat with their end customers
- Participate in Walker CSAT Survey process
- promote Cisco Smart Services and assist Services Sales team in formulating Day-2 Support for key accounts
- assist Services Sales in major TS Service Contract Renewal customer engagements
- collaborate with and support your TS Asia team members by sharing Best Practices
- deliver Tac process training to major Smartnet customers
Requirements:
- Strong background in, or understanding of, IT Operations of Cisco customers and their needs.
- Team player, able to work in multi-cultural environments
- Strong conversational and written communications in English and Bahasa Indonesia
- Good experience in Cisco products & technologies, especially in supporting Service Provider networks a must
- Good overall networking technologies, network support operations experience
- Good experience and knowledge of Enterprise segment business, network technologies, and network support operations an advantage
- Systematic problem solving and analytical skills, versatile learning ability
- Customer centric thinking and behaviors



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