Cisco GSR PQed agent
2013 - 2015
Two jobs which are paid as if they are one job but for which I hold separate titles and which are considered to be two separate positions.
Global Service Relations / Entitlement Agent - Work closely with large corporations, both within the United States and Internationally, via phone and email correspondence to determine proof of prepayment for technical support. on rare occasions assist them with obtaining special permission to be given technical support when no proof of prepayment can be provided. Additionally when a company has paid for a software package but cannot download it I help them with obtaining the files.
TAC Front-line Agent - Assist large corporations in creating cases asking for technical assistance. Gather contact information, severity of the issue, proof of prepayment and a description of the problem and enter all pertinent information into a computer system which dispatches the case to the team of trained engineers most suited to help them with their problem; then if the situation is sever assist them with contacting an engineer on the same call.
CFL Front-line Agent - Assisted callers with various general customer service tasks; This position ended because it had very little to do with the other two.