Descripción de la oferta
- Sin Experiencia
- Sin estudios
- Salario a negociar
- Ciudad de México
What You'll Do
Are you driven to improve the customer and support experience wherever you go? Are you passionate about learning and see the challenge in the phrase "but this is how we have always done it?"
Helping teams learn and grow while providing exceptional training to your customers is what we do. In this role, you'll develop training programs/methodologies that meet the needs of a continuous improvement release cycle across multiple products. If you love utilizing your knowledge, ability to influence, and can connect the dots creatively to deliver training that drives moments that matter for new employees, then our Cloud Support Readiness Trainer is the role for you.
Who You'll Work With
You'll be part of a passionate team that's transforming the way Cisco provides support to Enterprise customers by shifting focus to proactive and predictive support. We'll achieve this through analytics and deep technical knowledge of customer environments and business goals. We are constantly evolving our approach to provide new value to our customers, partners, and support engineers. We are a team that celebrates new ideas, isn't afraid of a challenge, and is never satisfied with status quo.
Who You Are
Our Technical Services Trainer role is responsible for training activities and work supporting our internal Technical Support staff as well as our Partners. You will work multi-functionally enabling our services teams to support customers across Cloud Support products and services. This position requires a customer focus as well as a technical capability and the ability to develop and deliver on training plans across multiple disciplines with audience in mind. You'll need to work effectively within deadlines, inside a structured or unstructured program. Be flexible to business needs, and contribute to completing high quality work on or ahead of schedule. You're a positive teammate, with high energy and are willing/able to collaborate closely with team members, whether responding to other requests, or asking for assistance.
To be successful you have the following skills and experience:
You have 3+ years experience supporting customers in a technical support environment.
You have experience crafting and delivering technical training/coursework in a SaaS, Agile or Continuous delivery release model and presenting new concepts to various knowledge levels.
Working knowledge of adult learning theory, instructional design principles, and direct experience with learning technologies (Articulate, Captivate, Camtasia, etc) is required.
You have hands on experience in developing/re-purposing content and delivering via blended delivery models (ILT, interactive e-learning modules, micro-videos, device learning labs, self-paced, on-demand, etc)
You are excited by the idea of transforming and evolving content from traditional learning modalities, using industry leading technology to improve learner experience.
Can effectively handle multiple engagements/projects in varying sizes and stages of fulfillment while working in a fast-paced, self-guided, dynamic and demanding environment.
You possess effective listening and strong interpersonal skills (verbal and written) with the capability of conveying confidence and authority as a subject matter expert for Cisco applications and services.
You have experience supporting customers and partners. Ability to understand, demonstrate and discuss Technical Support troubleshooting, documentation, and best practices with trainees.
You enjoy solving technical issues on the fly and seek out challenges through creatively developing both new solutions and improvements to existing systems.
You have knowledge and experience with Cisco UC technologies and enterprise collaboration tools. With an understanding of various audio endpoints and soft clients; Jabber, IP phones, teleconference are highly desired.
You understand how various types of data traverse a customer network, through the internet, and intermediary devices including transport protocols like UDP/TCP, Signaling protocols like SIP/H323, and media protocols like RTP/SRTP.
You understand troubleshooting methodology for a Cloud SaaS product, and challenges that it can bring with QoS, Firewalls, ISP and PSTN related issues with a fair understanding of network fundamentals such as VLANs, routing and switching, and network intermediary devices.
You're able to demonstrate experience with web-based protocols and communication (HTTP, DNS, DHCP, TCP/IP) and
Sobre la empresa
At Cisco, transforming the way people work, live, play and learn also includes being a great place to work. For 17 years, we’ve been named a Fortune 100 Best Place to Work, one of a handful of companies included on the list since its inception. And, we are among 25 companies acknowledged as a world’s best multinational workplace.
We’re proud of this recognition because it means, at Cisco, you will enjoy working flexibly, using our own market-leading collaboration technology to drive innovation; taking advantage of numerous health and wellness resources; pursuing exciting career opportunities, and participating in programs to help your local communities or fulfill philanthropic interests. And, you’ll be doing all of this while being part of a global team that is making a positive difference in the world.
Learn why Cisco is a great place to work and what we offer you.