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CISCO Technical Support Agent II

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, by answering inquiries via chat, email or phone.

Hard skills
  • Basic CCNA experience (module 1 or 2) (must).
  • Microsoft (MSCE), Comptia knowledge (plus).
  • Prior Customer Service experience. (desired).
  • Schedule Flexibility.
Soft skills
  • Ability to function in a team environment.
  • Excellent Customer service skills.
  • Capability to assimilate a dynamic environment.
Responsibilities
  • To listen and identify the root cause (issue) of a case, interact with the customer on the telephone, through online 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 workflow and programming.
  • To maintain adequate technical proficiency in products and platforms supported and any other relevant technologies.
Benefits
  • Educational reimbursement.
  • Growth Opportunities.
  • Employee Association.

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.