Job Title

Cloud Support Frontline Specialist (CSFL)

Department

Customer Support

Level

Associate

Location

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

Education

A college degree in an IT-related field

Experience

0–1 years of experience (fresh graduates)

Skills:

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