customer care representative/Technical Support

Role: customer care representative/Technical Support

Location: Austin ,TX

Duration: 6+ Months

Job Description

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
• Candidate should have worked in B2B environment and should have some technical support experience (Operating System & Basics of networking would be an added advantage)
• 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

Required Technical and Professional Expertise:

• Graduation Degree (or equivalent) or similar technical certificate
• Must be a US Citizen
• 2+ years of experience as a contact/ customer care representative
• Preferred 12+ months of experience in Technical Support Role
• Should have handled international customers over phone
• Excellent command of spoken and written English (B2-C2 level)
• Basic Knowledge of Cisco products (added advantage)
• Willingness to work in shifts and on weekends - 24/7 environment (permanently)