SME - Cisco Contact Center

About the role

As a Cisco Support Subject Matter Expert, you will play a pivotal role in ensuring timely resolution of escalations and incidents within the Support & Operations team. You will leverage your expertise in Cisco call center technologies to analyze issues, maintain quality compliance, and enhance customer satisfaction.

What you'll do

• Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Analyzing Issues Using Cisco Call Center Tools
• Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Support Knowledge Sharing…
• Validate Change Order Implementation Plans And Human Error Compliance, Actively Participating In Capacity Planning To Optimize Resource Allocation And Service Delivery
• Attend Customer Meetings To Gather Insights On Issues Faced, Ensuring Positive Feedback And Satisfaction Through Effective Communication And Support Interventions
• Conduct Thorough Analyses, Such As Root Cause Analysis And Trend Analysis, To Validate Reports And Present Findings To Key Business Stakeholders

What you need

• Communication
• SOP writing
• Root cause analysis
• Escalation handling
• Any graduate

Good to have

• CCNA
• ITIL