All about this job
What You’ll Do
- Help desk specialist that helps sales with triaging Quote and Order queries for Success Tracks within the APJC time zones thus improving response rates for such queries
- Helps sellers on deals by providing first response Level 1 support to identify common issues with quoting and ordering and provides known and recommended solutions from a knowledge database
- Carries out basic deal checks, eg. Success Tracks device eligibility, co-terminus issues, Enterprise agreement attach issues, serial number, identify IT issues and contract checks, and is able to understand and advise sellers how to update their quotes and orders accordingly
- Interacts with other teams to provide escalations for more difficult issues
- Has a polite and courteous manner, both written and verbal
- Jump in Webex calls with customers to provide troubleshooting.
- Is able to respond quickly and effectively to queries raised via a case handling tool and has attention to detail and excellent interpersonal qualities
- Verify install base list of items.
- Compare reports (such as excel files with current quotes)
- Organize reports for the flow of cases for the week
- Analyse the data
- Provide training material (PPT) as required to users (based on the case and links)
Who You’ll Work With
- You will be working as part of a global helpdesk that provides 'follow the sun' coverage to sellers across regions. You will be specifically covering the APJC region.
- You will work to triage issues raised by sellers and find the appropriate route for these issues to be resolved.
- This will involve hand-offs to multiple teams, depending on the issues
Who You Are
- You are a calm thinker and able to manage a caseload of work. Polite, helpful, and courteous, you are the first line Help Desk assistant that sellers will speak to where they have issues
- You will be able to work independently and be able to direct users to the correct place for information or escalation. This is an opportunity for someone to learn about Success Tracks, Cisco's suite of subscription services, and to develop their career in Cisco with this solid foundation of knowledge
- You are consultative, collaborative, and able to work independently
Why Cisco
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns, and protects. No other company can do what we do – you can’t put us in a box!
But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take the difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world-changing? Be you, with us!