• Engage customer, understand their needs and translate this need to Cisco work required, and set proper expectations about delivery time • Identify issues, carry out (RCA) Root Cause Analysis, troubleshoot and translate Customer needs and requests into Cisco work required (service identification)

• Focus on resolving customer issues, not closing cases; Solve the right problem for the requestor by looking beyond the stated requested to the true needs, distinguishing between relevant & irrelevant information; adhere to Cisco business and compliance rules and professionally say no to requests that violate those policies

• Utilize proactive approach as indicated in CISCO model, looking beyond the case to wider customer account activity and support needs

• Focus on Business Outcomes and Customer Experience impacting metrics; maintain acceptable level of performance as measured via agent certification standards

• Maintain ownership and accountability of requests; leverage support from Cisco Customer Service resources as appropriate to drive resolutions while minimizing requestor effort; understand when to seek guidance and team with agents across the globe to solve problems

• Collaborate with cross-functional partners, Cisco and vendor representatives along with other resources in support of successful customer outcomes

• Identify issues, carry out (RCA) Root Cause Analysis on cases that don’t meet expectations and implement process fix (in conjunction with Process Owners) to prevent future occurrences

• Share tacit knowledge gained through customer interactions via KM contribution approach so that knowledge can be leveraged by entire team

• Focus on process improvement and automation opportunities via identification, qualification, and development of improvement ideas in conjunction with Cisco staff

Domains:

• Partner • Disti • Customer • Field Skillset |

Profile:

• Exceptional communication skills including rapport building, use of customer centric language; demonstrating appropriate urgency; Active listening skills, questioning, driving understanding and clarification of customers’ needs

• Excellent business English comprehension and communication skills, including ability to conduct professional phone conversation in business English

• Advanced Proficiency level in written English for business communication

• Advanced Transactional skills

• Excellent verbal and written business communication skills in any other contracted language, where applicable

• Ability to handle difficult situations, diffuse customer conflict by showing empathy; properly enforcing business rules that must be followed and offering alternative solutions where appropriate • Quick learner who easily applies problem-solving, critical thinking, analysis skills and troubleshooting

• Flexible and adaptable to adjust as the business evolves; able to implement changes quickly and effectively

• Detail-oriented with ability to process complex transactions

• Self -motivated and drive to succeed with natural curiosity, initiative and tenacity to drive issues to closure

• Ability to engage and facilitate activities of others, follow up to understand status and help to course-correct to meet expected delivery date

• Excellent time management skills, ability to juggle multiple tasks while maintaining composure

• Computer literacy including experience with case management systems, email, chat, Windows- based applications; ability to effectively navigate multiple systems at once to accomplish a task

• Intermediate MS Office skills, Intermediate to Advanced MS Excel skills, including V- lookup, Pivot tables, and formulas