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CISCO Technical Support Agent

Objective

To efficiently provide high quality and accurate resolutions to customers under stipulated policies and procedures, by offering technical support and troubleshooting with an intermediate level of complexity, and answering inquiries via chat, email or phone.

Hard skills
  • Advanced English Speaker. High proficiency level (85% >) (must)
  • Basic CCNA experience. (module 1 or 2)
  • Microsoft (MSCE), Comptia knowledge. (plus)
  • Schedule Flexibility. (must)
Soft skills
  • To listen and identify the root cause (issue) of a case, interact with the customer on the telephone, through on-line networks, and/or mail, and resolve the issue accordingly.
  • 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 work-flow and programming.
Responsibilities
  • To provide Service Request support to qualified customers.
  • To validate customer entitlement for support.
  • To create new support cases and provide updates on already existing cases.
  • To validate the business impact/severity for case creation.
  • To route service requests to the correct support team and confirm with the customer the next steps in the support process.
Benefits
  • Educational reimbursement
  • Compensation and benefits
  • Medical Service
  • Referral bonus
  • Wellness Program

Explore the benefits we have for you!


Our collaborators can enjoy many great benefits.

Flexible schedules

Our teams have schedules that adapt to your needs. Rest assured that we have the right one for you, even if you are studying.

Development

We think about your professional growth, so at SYKES we have specific career plans to develop your skills day by day.

Compensation and benefits

Our collaborators can take advantage of discounts and agreements in universities, restaurants, among others.

Sykes Enterprises, Incorporated is a leading provider of multichannel demand generation and customer engagement services for Global 2000 companies and their end customers. SYKES’ differentiated full lifecycle solutions and services — digital marketing, sales expertise, customer service, technical support and more through multichannel delivery platforms — effectively engage customers at every touchpoint of the customer journey. Our complete service offering helps clients acquire, retain and increase the lifetime value of their customer relationships through cost-effective solutions that enhance the customer service experience, promote stronger brand loyalty, and foster high levels of performance and profitability.