What You'll Do

As a Customer Support Engineer, you will play a crucial role in supporting Cisco's Calling partners. 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 help with 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: 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 give direction and meaningful information to our internal (Cisco employees) and external (Partners) customers regarding quotation, order creation, and management as requested.

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

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

Who You'll Work With

You'll be part of an extraordinary 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 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 cant 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 German speaking skills. Must also be fluent in English.
• Additional languages preferred: Spanish. 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. Interested.

Please apply with English version of your CV.

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!

But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!

#LI-JT