Cisco Network Consultant
Sutherland Global Services
Handle voice, email and chat contacts for Cisco products on routing, switching, security, storage, wireless and VoIP.
Troubleshoot and resolve issues, hands-on problem simulation, using lab environment.
Document and update customer issues/resolution in English as per the defined process using internal tools.
Develop technical reference materials based on issues learned during call handling.
Follow appropriate escalation procedure.
Attend training programs and meetings.
Work in a team-based environment, achieve customer satisfactions targets.
Acquire and maintain CCNA certification.
Demonstrate initiative to grow one's technical skill sets and earn additional Cisco certifications.
Close customer cases in a timely manner.
Exercise good judgment regarding managing case load and seeking consultative help.
Provide exceptional customer service people skills.
Assist team members when asked in order to close customer cases.
Adhere to the rules, regulations and security policies of Sutherland and Cisco.