Urgent need- Customer Service & Support Representative- Austin,

Role: Consultant - Customer Service & Support RepresentativeWork Location: Austin, TXcontract duration:- 12 Months Client:- CapgeminiJOB DESCRIPTION:Responsibilities: Handle customer requests submitted by phone or other support tools Manage incoming traffic of customer queries. Assist to book the faults/issue reported by the customer into a service request on their behalf. Act as a bridge between the customer and the Cisco engineer, providing support 24x7. Clarify and record information in the systems, ensure full understanding of the customer issue Candidate should have worked in B2B environment and should have some technical support experience (Operating System & Basics of networking would be an added advantage) Collaborate with other team members to achieve satisfactory resolution of customer issues Escalate to other support groups when necessary and follow up with them to ensure resolution in a timely manner Ensure regular updates to customer by call back, follow up e-mails, communicate resolution and reach an agreement of case closure Help maintain internal resources and knowledge bases by documenting findings and suggesting improvements Participate in internal projects and continuous improvement initiatives Follow established processes for effective management of support incidents & desire for ongoing skills development Should be well-versed with knowledge-based searches/ web-searches Required Technical and Professional Expertise: Graduation Degree (or equivalent) or similar technical certificate 2+ years of experience as a contact/ customer care representative Preferred 12+ months of experience in Technical Support Role Should have handled international customers over phone Excellent command of spoken and written English (B2-C2 level) Basic Knowledge of Cisco products (added advantage) Willingness to work in shifts and on weekends - 24/7 environment (permanently)