Cisco Product Support Technician 

Canada, Ontario, Toronto 

731774039

Who You are

The ideal Product Support Technician here at Webex CPaaS Solutions is outgoing with a solid technical base and strong problem-solving skills. There are some qualities that we feel strongly about:

• Excellent Communication – You articulate your thoughts and ideas clearly as well as offer cri-tique to those around you
• Curiosity – A spirit of enquiry and a desire to understand – ‘why?’
• Passion – Real enthusiasm and excitement for our industry and sector
• Wit – Inventive thought and quick understanding
• Teamwork – Great things are delivered by great teams, and great teams are made up of great people

What You’ll Do

• Ownership of the technical onboarding of customers and users onto our products and administration/configuration of those clients through administration consoles.
• Taking ownership of customer support cases raised into the team and seeing problems through to resolution via our ticketing system and email.
• Resolve all assigned support cases as quickly and effectively as possible to ensure SLAs are met.
• Follow up with customers to ensure their technical issues and queries are resolved.
• Provide ‘how-to’ support on our cloud products to external and internal users.
• Performing diagnostics and replication of faults and taking to the appropriate next steps to resolve.
• Maintaining communication with customers and escalating issues as per our incident management process.
• Maintain an effective support documentation library for all services supported by the Product Support team.
• Create, enforce and optimise customer support processes to ensure that our support is always optimal.
• Be a ‘go to’ product specialist with our customers and internally – knowing the products inside and out.
• Help customers plan and understand the best ways to utilise our products and their capabilities based on their business needs or business plans.
• Taking customer feedback and your knowledge/experience of the product to the Product Success and Product teams to help shape the roadmap for future enhancement.

Experience and skills required:

• Experience in a support/operational role for software.
• A high level of technical aptitude, knowledge of technical systems and processes
• Ability to learn software program, become the expert and impart knowledge/training to users.
• Communication – ability to speak and write to be clearly understood by others using appropriate language, vocabulary and style.
• Analytical – ability to gather relevant information, notice relationships between different pieces of information, reason from cause to effect and generate effective solutions to practical problems.
• JSON
• XML
• SQL Server/MySQL/MongoDB
• Microsoft Office
• Postman or API client

Desirable experience/ knowledge

• HTML/JavaScript
• AWS/Google Cloud/Microsoft Azure
• ServiceNow
• Kibana
• AWS Athena