Technical Solutions Expert

• Provide Level 2 technical support for all Cisco UC products and services.
• Troubleshoot and resolve complex technical issues related to Cisco UC systems, including voice, video, and collaboration platforms.
• Collaborate with Level 1 support and other teams to effectively resolve customer incidents and ensure timely updates.
• Participate in critical incident escalation and resolution, collaborating with senior support staff as needed.
• Document all customer interactions and technical issues in the company's CRM system.
• Perform change and release management activities, including planning, testing, and implementing changes to Cisco UC environments.
• Act as a technical solution expert for Cisco UC systems, providing guidance and support to other team members as needed.
• Participate in regular meetings and discussions to review incidents, changes, and releases, providing insights and recommendations for improvement.

Qualifications:

• Bachelor's degree in Engineering, Computer Science, Information Technology or related fields.
• 4 + years of experience in technical support, with a focus on voice-related products and services.
• Very good knowledge of VOIP, Unified Communications and Contact Center Solutions.
• Experience in operations & crisis management.
• Voice related certifications are a big plus.
• Fluent English proficiency in both written and spoken communication is crucial for effective collaboration and customer interaction.
• Members with backgrounds in UC or any contact center platforms are also welcomed to apply.

Skills & competencies

• Customer centric mindset.
• Excellent communication and collaboration skills, with the ability to work effectively with team members and stakeholders at all levels.
• Proactive and self-motivated, with a passion for continuous learning and professional development.
• Problem solving skills.
• Stakeholder management skills.
• Escalation & Crisis management.