Job Summary
The Cisco Voice Administrator plays a critical role in the Support & Operations team, focusing on independently resolving technical issues related to Cisco voice systems. This position emphasizes customer satisfaction through effective ticket resolution, root cause analysis, and knowledge management activities, ensuring that service delivery aligns with organizational standards and enhances the overall user experience.
Key Responsibilities
1. Adhere To Quality Standards And Regulatory Requirements While Managing Cisco Voice System Operations To Ensure Compliance With Company Policies.
2. Provide Expert Support For On-Call Escalations Involving Cisco Voice Issues, Performing Thorough Root Cause Analyses To Identify And Mitigate Recurring Problems.
3.
Contribute To Value-Adding Activities Such As Updating And Managing The Knowledge Base, Providing Training To New Hires, And Coaching Analysts In Cisco Voice Operations.
4. Independently Resolve Support Tickets Related To Cisco Voice Systems Within Agreed Service Level Agreements (Slas), Ensuring Timely And Efficient Service Delivery.
5. Enhance Customer Experience And Improve Customer Satisfaction Scores (Csat) Through Effective First Call Resolution Strategies And Minimizing Case Reopenings.
Skill Requirements
1. Solid Understanding Of Cisco Voice Technologies And Related Tools.
2. Proficient In Troubleshooting And Resolving Issues In Cisco Voice Systems.
3. Familiarity With Ticketing Systems And Sla Management.
4. Robust Communication Skills For Effective Customer Interaction And Training Purposes.
Other Requirements
1. Cisco Certified Network Associate (Ccna) Voice Certification Is Optional But Valuable.
2. Itil Foundation Certification Is Recommended For Best Practices In Service Management.