• Location: USA, Florida, Tampa
  • Salary: Negotiable
  • Technology: Cisco Jobs
  • Job Type: Permanent
  • Date Posted: 6th Mar, 2020
  • Reference: custeng036


CUSTOMER SUPPORT ENGINEER / IT SUPPORT

PERMANENT / ON SITE

ODESSA, FLORIDA

MUST BE BILINGUAL (SPANISH)

Job Description

The tier2 support engineer is part of the Technical Services group and is part of the critical availability group. The team works 24/7/365 and acts as the first level support and focal point for global customers.

The team acts to maintain the customers' systems proactively by scheduled maintenance activities or following notifications from the system through different channels and monitors

Requirements:

- Must have supported global customers

- Must have supported external customers, not internal helpdesk / service desk


Role & Responsibilities
  • Ensure that customer issues are appropriately logged, researched, and accurately resolved in a timely manner, meeting agreed SLA
  • Troubleshooting of technical issues following customer complaints
  • Work according to methods, procedures, tools and policies to ensure high-quality service is delivered to customers
  • Maintain a knowledge base of known issues and solutions
  • Provide client support and technical issue resolution related to the application
  • Users management
  • System Administrator issues with the system
  • Reproduce customer's issues, collect relevant information and escalate to the support team


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