##### ***Puebla******,*** ***Mexico*** Customer Support Agent is responsible for providing quality and efficient customer support to customers through quality phone calls and tickets daily, as well as various tasks assigned to the agent. **General Accountabilities** * ##### **Maintains daily communication with the team and hits productivity standards.** * ##### **Receive incoming customer calls, emails, and create tickets for Requests.** * ##### **Responds to High and Critical priority tickets/projects according to standard operating procedures.** * ##### **Serve as initial responder within the hosted environment in the notification, identifying, an documenting the information.** * ##### **Assists the manager with daily operation of the Customer Support Center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.** * ##### **Provide remote support via a combination of telephone and remote support tools.** * ##### **Take deliveries from vendors, process and scan packing slips.** * ##### **Communicate (both verbally and in writing) with customers in a formal and professional manner.** * ##### **Create and manage the lifecycle of ticket requests in the company’s ticketing system.** * ##### **Create and Utilize formal Work Instruction (WI) documents and other documented knowledge to follow the proper procedures.** * ##### **Ensure escalations are handled in a professional, consistent, and relentless manner.** * ##### **Adhere to the Customer Support Center Ops Manual** ##### **Job Qualification** ###### * **Elementary education preferred** * ***Technical skills:*** **1\-2 years of Customer Service** **Technical Skills** * ###### **7\+ years network engineering experience in large Enterprise environments or MSP.** * ###### **MSP and consulting experience highly preferred.** * ###### **Experience working in enterprise datacenters is required.** * ###### **Experience with Cisco routing and switching technologies is required; Nexus experience preferred.** * ###### **Experience with Prime Site Survey, VPN Anyconnect, DMVPN, MPLS, Solarwinds, Infoblox, Splunk, Cisco ACS, F5 Balancers is highly preferred.** * ###### **Expert Cisco configuration and troubleshooting skills across multiple platforms including Cisco Wireless, Firewall ASA, Firepower, Routing and Switching (medium to expert level), Cisco ISE, Site to Site VPNs, Cisco SD\-WAN is required.** **Professional Skills** * ###### **Fluent English language skills required: verbal and written communication.** * ###### **Self\-motivated and disciplined.** * ###### **Strong stakeholder relationship management skills.** * ###### **Strong investigative and analysis skills.** * ###### **Strong technical and process design and implementation skills.** * ###### **Strong communication and presentation skills along with the ability to work in a highly collaborative environment.** * ###### **Ability to work creatively and analytically in a problem\-solving environment.** * ###### **Manages multiple priorities in a high\-pressure environment.** * ###### **Have strong inter\-personal and communication skills: capable of training users in complex topics and making presentations to internal groups.** * ###### **Able to write intricate system and user documentation. Capable of writing and explaining purchase justifications.** ##### #### **Benefits** Medical, Dental, and Life Insurance. Savings Fund, Vacations Bonus, Christmas Bonus, Grocery Bonus, Annual Bonus. #### **PTOs** Vacation Days. #### **Save on commute** Paid office parking. #### **Discount Programs** Medical\-related discounts. #### **Prime location** In the heart of Puebla, with views of Popocatepetl volcano, restaurants, and amenities close by. #### **Sponsored Events** Team social events and Christmas Dinner. #### **Sport Activity** Join your colleagues in various sports activities in the area. #### **Eat \& Drink** Enjoy a kitchen stocked with drinks, coffee, and snacks.