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Job Title

German Cloud Support Frontline


Shared Services




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