Level 1 dCloud Support Engineer for the Cisco Account (Hybrid)

Objective:
The dCloud is a platform that hosts a large catalog of demos, training environments and sandboxes for every Cisco architecture, which can be used for live product demonstrations, for training purposes and more. The dCloud support engineer is responsible for handling technical support requests from dCloud users, aiming to ensure that they have the best experience while using the tool.
Requirements:
Advanced Speaker. English Level 85% or above (must).Full Schedule flexibility to work weekdays & weekends (must).CCNA v7 certified or at least all modules completed (must). At least 6 months of proven technical support experience in the past 24 months (must). Experience working with Cisco equipment or networking (configuration, troubleshooting) (desired).Basic Virtualization knowledge.Cloud computing knowledgeProven customer service skills.Excellent attendance record.Initiative and self-starter.Data analysis capacity.Excellent time management.
Responsibilities
Help users troubleshoot in real-time – solving cases.Escalate cases to Level 2 when required, based on case priority and urgency.Interact with SMEs and escalation engineers.Follow-up pending cases until resolution.Test and validate new demonstrations added to the platform.Assist with training for users on how to use the dCloud platform.Adhere to specific policies and procedures.Add content to the team FAQ and KB documents.Meet the goals for key performance indicators.To follow up on the customer's issue by maintaining periodic timely updates, setting up appointments, and any other commitment made to the customers until the issue is solved.To continuously develop areas of expertise that include a detailed understanding of an application's workflow and programming.To maintain adequate technical proficiency in products and platforms supported and any other relevant technologies.To coach, mentor and evaluate the technical proficiency of his/her peers.To keep and update pertinent paperwork and records through data entry.To communicate with SME, team members and other teams regarding problems, solutions and trends.To meet established individual and team performance targets, which include customer service, productivity, and quality standards.To keep all equipment and tools under his/her responsibility in excellent condition.To keep account information confidential, protect it from unauthorized use, ensure it remains in the Account area only (use of pen-drives, removable drives, printed material, and other means of storing and distributing information is strictly prohibited).To act as a resource to lower-level agents to perform advanced troubleshooting and problem resolution.To participate in Change Control and Quality Assurance activities as requested.To perform any other tasks, duties, or services requested with minimum supervision.