Customer Support Engineer - French Speaking en Madrid

Descripción del empleo

What You'll Do

As a Customer Support Engineer, you will play a crucial role in supporting Cisco's Calling partners (SPs and VARs). You will guide SPs (Service Providers) with instructions and how-to procedures for all non-break/fix issues.

Customer/Product Support Engineer's objective is to facilitate our Partners' continued success which requires in-depth knowledge of Cisco calling products and services (Webex Calling for SPs and VARs as well BroadCloud Calling for Carriers), Partner facing skills, and real passion for continued improvement.

  • You'll provide best-in-class support for: our Partners' support teams.
  • You'll support order management/processing & workflow issues, PSTN and LNP support when required, Calling feature-functionality issues, device How-To, and documentation support through Cisco Knowledge-Base repositories.
  • You'll support internal BroadCloud organizations including Account teams, Onboarding teams, PSMs, CSMs, etc.
  • You'll complement the overall support infrastructure for Partners (SPs and VARs): TAC, BroadCloud Account Team, Onboarding, Activation, and others.
  • You'll be responsible for responding to inbound calls, email, and IM chats from our Partners and agents requiring help.
  • You'll provide direction and actionable information to our internal (Cisco employees) and external (Partners) customers regarding quotation, order creation, and management as requested.
  • You'll provide support and mentorship to our Partners on:
  • Examinet and Packet-Smart configuration, implementation, and analysis.
  • All aspects of CAP (Calling Admin Portals) and CUP (Calling User Portal) configuration.
  • Catalog Knowledgebase for easy access as a reference in support of Partner issues.
  • Product feature availability.
  • You'll investigate potential requirements and resolve possible Calling issues for Webex Calling for SPs and VARs as well as Broadcloud Calling for Carrier.

    You'll confirm configurations within the lab on behalf of Partners.

    You'll provide advice and direction to the Partners regarding: handling orders, Dashboard configuration, problem-solving confirmation and mentorship.

    Who You'll Work With

    You'll be part of a phenomenal Collaboration team.

    The Cisco Collaboration team as a whole is a leading technology innovator in cloud PBX, unified communications, team collaboration and contact center solutions, designed for our Partners and their customers across the globe.

    We are a trusted cloud innovator and market leader. We have continuously innovated in cloud unified communication software and services for the last 20 years — and we can’t stop.

    You will be part of a global cohesive team that collaborates with partners (SPs & VARs), internal organizations (Engineering, Activation, product, etc.), and is constantly growing its knowledge base.

    Who You Are

  • 2 years of meaningful experience.
  • Strong customer support skills.
  • Ability to communicate effectively in writing and over the phone with a variety of partners and internal colleagues.
  • Must have native level French speaking skills. Must also be fluent in English.
  • Additional language preferred: Spanish (or German).
  • We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

    Información extra

    Estudios requeridos
    Horas a la semana
    8 - 40
    Tipo de contrato
    Tiempo completo
    Publicado el
    Tipo de trabajo
    Marketing / Publicidad
    Carnet de conducir
    Carta de motivación

    Topjob | Madrid | Trabajo de marketing | Tiempo completo | Otros

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