Trusted Access Security and Multi-Factor Authentication
Cisco's Duo Security is the leading provider of trusted access security and multi-factor authentication delivered through the cloud.
Mission Statement
We aim to make security simple for everyone by empowering individuals to follow their passions and bring their whole selves to work. Our diverse team brings together a range of skills, experiences, and perspectives to solve the world's most pressing geopolitical challenge: redefining the security industry.
Key Responsibilities
* Be the primary point of contact for customer support and success.
* Resolve technical issues efficiently and effectively.
* Build long-lasting relationships with customers and deliver unique experiences in the industry.
* Act as a primary support contact to identify and resolve technical issues.
* Facilitate customer communication via phone, chat, and email.
* Create groundbreaking customer service experiences, increasing promoters and champions of Cisco.
* Record and maintain accurate details of issues and activity in a request tracking system.
* Contribute to customer-facing and internal documentation used for self-support.
* Develop recommendations for product improvement based on support issues and customer feedback.
Requirements
* 2-3 years of experience in a customer-facing product support role.
* Fundamental or methodical problem solver.
* Strong network troubleshooting background.
* Understanding of principle web technologies (DNS, HTTP(s), etc.).
* Windows OS administration experience (Active Directory).
* Cross-platform OS knowledge (Linux, Mac OS X, Windows).
* Cross-platform mobile device knowledge (iOS/Android/Windows Phone).
* Strategic, energetic, concise, patient, and customer-centric.
* Loves to translate "customer-speak" to "developer-speak" and vice-versa.
* Follows through, taking initiative to own issues until resolution.
* Unbridled appetite for constant learning.
* Documents and shares knowledge to improve team performance and customer self-service.
* Multi-tasks and handles stress with ease, without getting flustered.
* Knows when to bring up an issue or ask for help.
* Welcome and adapts to change in a swiftly paced workplace.
Nice to Haves
* Bachelor's Degree (Computer Science, Information Systems, or related).
* Network security or information assurance background.
* Experience supporting a high-availability SaaS environment.
* Familiar with network infrastructure technologies (Cisco, Citrix, Juniper, VMware, etc.).
* Previous experience with customer support or helpdesk ticketing tools.
* Basic scripting skills (BASH, Python, etc.).
* Back-end web development experience/troubleshooting is a plus.
* Certifications are cool, too.
* Experience in retail or similar customer-facing roles.
* Fluency in Spanish and/or French.
Equal Opportunity Employer
Cisco is committed to cultivating and preserving a culture of inclusion and connectedness. We welcome the unique contributions that all potential candidates can bring in terms of their education, opinions, culture, ethnicity, race, gender identity and expression, nationality, age, languages spoken, veteran's status, religion, disability, sexual orientation, and beliefs.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.