Process Associate

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Inviting applications for the role of Process Associate / Process Developer, Customer Care, [Network]
Provides primary support to customers encountering problems using the products and network solutions. Responds to customer product inquiries via telephone or in written internet-based email or chat sessions. Facilitates inquires through systems in order to provide answers to common questions and problems related to network. Resolves customer concerns raised during installation, operation, and maintenance of managed client network. Documents customer information and recurring technical issues to support product quality programs and product development

Responsibilities
Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues
Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry
Troubleshoots problems with networks and recommends corrective action
Attends training courses as required and stay abreast of evolving internal processes and industry developments
Works in a team environment and assist team members on various issues
Provides other ad hoc support and duties as assigned
Works in an environment with competing priorities
Qualifications we seek in you
Minimum Qualifications / Skills
BCA / B Tech / MCA (Computer Graduate) with relevant experience in PC desktop support or technical support experience with client/customer contact
CCNA Trained / Certified (or Other Network certifications - Cisco, Meraki, etc.)
Strong knowledge of routing and switching technologies EIGRP, BGP, OSPF, DHCP, DNS, IPSEC, GRE, DMVPN etc.
Experience on SDWAN technologies Velo cloud (Edge510, 540, 6X0, 800, 2000, 3X00)
Performing enhanced troubleshooting in the network Cisco, Meraki and SDWAN
Able to engage with US based ISPs to fix the issue.
Experience on network monitoring tools like PRTG, SolarWinds
Configuration of WAN/public IPs on Router, SDWAN, ASA etc.
Experience on Wireless networks Meraki (MR series) and Cisco AIR
Experience on firewall technologies FortiGate (80D, 100F, 200E)
Experience with Computer Telephony Integration (CTI)
Knowledge on CUCM, Cisco Jabber
Understanding of VoIP, SIP Protocols
Experience with administering Cisco Telephony products (Call Manager, Unity, UCCX)
Experience working with BroadSoft Unified Communications systems preferred
Experience with administering a Private Branch Exchange (PBX) phone system required
Experience using a ticketing System such as Clarify, Remedy, or Footprints

Preferred Qualifications/ Skills
Minimum CCNA Certified or have worked on Cisco Devices
Problem solving ability
Ability to document, track and monitor a problem/issue to a timely resolution
Strong negotiation skill; strong verbal and written communication skills along with prioritization of duties
Automotive industry experience (desirable)
Willing to work in Night shifts (US Process)

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