Job Title

German Cloud Support Frontline

Department

Shared Services

Level

Junior-Mid

Location

Amman, Jordan

Role Description

The Customer Support Specialist in the Cloud Support Front Line (CSFL) team is responsible for providing support for Cisco Cloud Collaboration applications. As the first point of contact at Cisco, the Customer Support Specialist will represent the Cisco Brand Promise by delivering an exceptional experience, effectively identifying the right support path, and owning or driving a complete resolution of the requestors’ needs.

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

Bachelor’s Degree in an IT-related field, Modern Languages, or equivalent

Needed Skills:

Very good German and English (B1 and above) (speaking, writing, reading, listening)
Ability to analyze, configure, and troubleshoot small networks.
Ability to function effectively in ambiguous circumstances
Critical thinking and problem-solving skills
Excellent interpersonal skills.
Previous customer support experience is a plus.
Ability to work on rotational shifts