1+ months

TSE III Escalations Researcher - Duo Security

Cisco Systems Inc.
Ann Arbor, MI 48104
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We are Duo, and were here to democratize security for everyone. Our mission is to protect the mission of our customers like Facebook, Twitter, and Etsy by making security simple.

Were a diverse crew of makers and builders, skaters and coders, filmmakers and DJs, teachers and students brought together by a shared belief in adding value to the world. This diversity allows us to bring an empathetic approach to tackle some of the most complex global business and security challenges faced today.

What youll do

  • Youll be the face of supportand are key to our customers success and happiness.

  • Your week will be split into two main focus areas:

    • You will be the liaison between the Support team and Engineering, ensuring the quality of escalations sent to Engineering, while promoting team knowledge and awareness. Coordination and collaboration with Engineering will be vital in aligning team standards.

    • You will provide exemplary phone support to customers with technical inquiries about their Duo Service. It is important to stay close to the scope of customer issues in this role, as well as understand the difficulties team members encounter.

  • Build a groundbreaking support culture where the team understands the why behind our desire to provide consistent high-quality support interactions.

  • Contribute to customer-facing and internal documentation used for self-service.

Skills you have

  • 4-5 years experience in a customer-facing product support role

  • In-depth understanding of technical support and customer service methodologies

  • Robust written and verbal communication skills, and a keen capability to tailor your messages to a wide variety of audiences

  • Fundamental or methodical problem solver, ranging from troubleshooting customer issues effectively, to understanding which issues require your priority or attention

  • Strong attention to detail and ability to derive patterns from bulk data

  • Ability to concisely communicate team needs to business leaders and partners

  • Multi-tasks and handles stress with ease, without getting flustered

  • Knows how to take a bad customer situation and turn it into a positive one

  • Can empathize with customers and team members without absorbing or communicating negativity

  • Understanding of principle web and security technologies [DNS, HTTPS, SAML]

  • Windows OS administration experience [Active Directory]

  • Cross-platform OS knowledge [Linux, Mac OS X, Windows]

  • Cross-platform mobile device knowledge [iOS/Android]

  • Proactive, upbeat, concise, patient and customer-centric

  • Loves to and excels at translating customer-speak to developer-speak and vice-versa

  • Takes the initiative to own issues until resolution

  • Willing to continue learning

  • Embodies the spirit of knowledge sharing to improve team performance and customer self-service

  • Knows when to escalate an issue or ask for help, as well as practices the due diligence needed before roping in others

  • Encourages & adapts to change in a swiftly paced workplace

Nice to Haves

  • Bachelors Degree [Computer Science, Information Systems or related]

  • Previous development experience

  • Experience supporting a high-availability SaaS environment

  • Familiar with enterprise-level technologies [Cisco, Citrix, Juniper, VMware, etc. ]

  • Previous experience with customer support or help desk issue tracking tools

  • Experience in retail or similar customer-facing roles

  • Experience with bug tracking software [Phabricator, GitLab, Jira, etc. ]

Reasons why you should apply

  • You care about contributing to an outstanding work culture and environment

  • You are comfortable with the rapid, unexpected nature of a tech startup

  • You prefer trying and failing to get it perfect the first time

  • You are passionate about service & creating long-term customer relationships

  • You have impeccable verbal and written communication

  • You enjoy enabling others to solve their problems faster

This job may not be for you if...

  • Working for a company in hyper growth, where change is a constant, isnt something you are ready to adopt

  • If you prefer to work on your own (we are a team that pushes each other and learns together)

Does this sound like it was written for you? Excellent! Please apply and lets explore this together.

Posted: 2020-07-22 Expires: 2020-10-22
Sponsored by:
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TSE III Escalations Researcher - Duo Security

Cisco Systems Inc.
Ann Arbor, MI 48104
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