Deliver high-quality technical assistance for Cisco wireless products through telephone and electronic communication.
Provide customer advocacy for documentation and timely resolution of issues and for problem reproduction and escalation.
Provide hardware and software technical support, including configuration assistance and troubleshooting of devices and other peripheral networking equipment.
Document and reproduce customer related networking problems, and if necessary coordinate fixes by engineering department.
Prepare technology white papers. Manage critical customer accounts and escalation requests.
Mentor newly hired support engineers and peers in technical areas of specialty.
Provide ongoing technical and process training on new product developments and service offerings. Serve as team escalation point for difficult technical and customer issues.
Participate as technical expert in product marketing meetings, and support readiness project work.
Develop common question and answer documentation to be included in department knowledge base.
Minimum Qualifications: 3+ years of industry experience in a customer support role Certification in wireless is a plus (CCNA, CCNP R&S, CCNA-W, CCNP-W, CCIE-W) Extensive background in internetworking, LAN and WLAN technologies required. Strong ability to independently debug broad, complex, and unique networks with mixed media Strong understanding of TCP/IP & network troubleshooting tools like ethereal. Requires B.E., B.S., or equivalent in Computer Science or Electrical/Electronic engineering