Our customers are at the heart of our business and are one of our key strategies. Within the Global Customer Operations (GCO) business unit, we are trusted by our customers to deliver fantastic service, technology and innovation that will enable their business to thrive. Every person within the GCO has a responsibility to deliver and keep pushing the boundaries for our customers.
When a customer has a problem, you’ll be the one to help them out (even if it means getting a little creative), and if you can’t fix it, you’ll find someone who can. You’ll be the face of our company to our customers, ensuring that every interaction is a best-in-class experience. The primary responsibilities associated with the position include providing technical support to customers who are experiencing problems with their network and mentoring less experienced colleagues.
- Maintaining devices in customer networks.
- Documenting every interaction using one of many tool sets provided.
- Advocating for customers by escalating unresolved issues to the next level of support.
- Monitoring ticket queue and following up to ensure timely and satisfactory resolution to user requests/incidents within agreed Service Level Agreements (SLAs).
- Maintaining user, customer, and departmental confidentiality at all times.
What we’re looking for...
- You exemplify values of integrity, accountability, respect, and excellence in all your work. You’re organized, detail oriented, team centric and have a keen sense of urgency in resolving problems, all while maintaining a focus on the customer at all times.
- You'll need to have:
- Bachelor's degree or relevant work experience.
- Fluency in English (written and verbal).
- Experience with networking (e.g., routing, switching, and wireless technologies).
- Willingness to work in 24x7 environments (including weekends, nights, and holidays as necessary).
- Ability to obtain a Government Confidential Security Clearances
Even better if you have one or more of the following:
- A degree in IT.
- A degree in Information Technology (IT).
- Cisco certification (e.g., CCNA or JNCIA).
- Experience in a service provider or a service desk environment.
- Understanding of ITIL methodology.
- Computer knowledge (ideally with ticketing software).
