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Job Title

Cloud Support Frontline Specialist (CSFL)


Customer Support




Amman, Jordan

Role Description

The Customer Service Specialist Officer is responsible for providing support for Cisco Cloud Collaboration applications. As the first point of contact, they will represent the brand promise by delivering exceptional experiences, effectively identifying the right support path, and owning or driving a complete resolution of the requestors’ needs. Support customers, partners, and employees through a variety of channels, such as phone, email, and chat.

Required Skills

  • Handling and driving to resolution the inbound requests coming through different channels (phone, chat, email, or web) and on different platforms
  • Analyzing the problem and providing resolution by investigating potential solutions using troubleshooting skills and all available resources
  • Training, educating, and guiding the customer on all supported applications as per the customer’s requirements
  • Preparing the needed documentation
  • Working with internal or external stakeholders or organizations
  • Understanding and communicating the details of invoices, understanding billing cycles, credits, refunds, and cancellations
  • Any other tasks assigned by the direct supervisor or manager.

Qualifications & Certificates


  • A college degree in an IT-related field


  • 0–1 years of experience (fresh graduates)



  • Excellent written and verbal communication skills in English
  • Ability to handle stressful situations
  • Results oriented
  • Problem-solving and documentation skills
  • Interpersonal skills
  • Organization and time management skills