Customer Support Agent

General Accountabilities

• Maintains daily communication with the team and hits productivity standards.

• Receive incoming customer calls, emails, and create tickets for Requests.

• Responds to High and Critical priority tickets/projects according to standard operating procedures.

• Serve as initial responder within the hosted environment in the notification, identifying, an documenting the information.

• Assists the manager with daily operation of the Customer Support Center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.

• Provide remote support via a combination of telephone and remote support tools.

• Take deliveries from vendors, process and scan packing slips.

• Communicate (both verbally and in writing) with customers in a formal and professional manner.

• Create and manage the lifecycle of ticket requests in the company’s ticketing system.

• Create and Utilize formal Work Instruction (WI) documents and other documented knowledge to follow the proper procedures.

•  Ensure escalations are handled in a professional, consistent, and relentless manner.

• Adhere to the Customer Support Center Ops Manual

 Job Qualification

• Elementary education preferred
• Technical skills: 1-2 years of Customer Service

Technical Skills

• 7+ years network engineering experience in large Enterprise environments or MSP.

• MSP and consulting experience highly preferred.

• Experience working in enterprise datacenters is required.

• Experience with Cisco routing and switching technologies is required; Nexus experience preferred.

• Experience with Prime Site Survey, VPN Anyconnect, DMVPN, MPLS, Solarwinds, Infoblox, Splunk, Cisco ACS, F5 Balancers is highly preferred.

• Expert Cisco configuration and troubleshooting skills across multiple platforms including Cisco Wireless, Firewall ASA, Firepower, Routing and Switching (medium to expert level), Cisco ISE, Site to Site VPNs, Cisco SD-WAN is required.

  
  

Professional Skills

• Fluent English language skills required: verbal and written communication.

• Self-motivated and disciplined.

• Strong stakeholder relationship management skills.

• Strong investigative and analysis skills.

• Strong technical and process design and implementation skills.

• Strong communication and presentation skills along with the ability to work in a highly collaborative environment.

• Ability to work creatively and analytically in a problem-solving environment.

• Manages multiple priorities in a high-pressure environment.

• Have strong inter-personal and communication skills: capable of training users in complex topics and making presentations to internal groups.

• Able to write intricate system and user documentation. Capable of writing and explaining purchase justifications.