Role: Mac Technical Advisor
Who We Are
Today's challenging business environment is more than that - it's a period of disruption between the pandemic, global business change and internal process complexity. For us to focus on simplicity and the best customer experience, we need great talent and the right skillets to be successful.
This is now a mantra for our Cisco leadership team and for us. The Workforce Experience team is responsible for providing an extraordinary employee experience to Cisco's global workforce. As a company that continually ranks as one of the best places to work (#1 in 2019, 2020), employee experience remains as a top priority for Cisco. Together, we will reimagine Cisco's Employee Experience by maximizing the power of technology, the best of business processes and superior data insights. Show the world how to Reinvent applications and showcase the power of Cisco: our people, products, processes, systems, and data. Please join us and make this journey together!
What You'll Do
As a Mac technical advisor youll be a friendly voice, providing world-class troubleshooting and technical support. Youll continue to keep your skills sharp by learning about the ever-changing macOS, monitor trending issues and creatively work to solve these issues to keep Cisco employees online and productive. Youll be the first line of support for global Cisco employees.
Main responsibilities include the following:
Engage Cisco employees via chat and phone to support technical issues on their Mac.
Thoroughly document the support engagement.
Monitor issue trends to report through team leadership.
Stay up to date with Apple technology through internal training opportunities and monitoring technical publications and industry trends.
Who You'll Work With
You will work with your peer Mac technical advisors and report to the Mac technical advisor manager. Youll support other Cisco employees via chat and phone.
Who You Are
Youre a creative problem solver. You are forever curious, always thinking about how things work. You have excellent verbal and written communication skills and easily explain technical ideas or troubleshooting steps with patience and care. You have a passion for helping others and it shows in your care and handling users seeking support.
Minimum requirements include:
Two years of professional technical troubleshooting expertise
Experience in customer service or technical troubleshooting via phone and chat
Ability to work independently, multitask and prioritize tasks.
Ability to convey technical ideas and troubleshooting information to a nontechnical audience.
macOS experience
Technical proficiency, with an innate ability to acquire new technical skills and apply these new skills to your support role.
Excellent (English) oral and written communication skills.
Flexible to work between the hours of 7:00 a.m. CST and 7:00 p.m.
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box! But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward. So, you have colorful hair? Dont care. Tattoos? Show o# your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!
