Job Summary

The Sr Webex Support Administrator plays a crucial role in delivering advanced technical support and operational excellence within the Support & Operations team. This position is responsible for troubleshooting complex issues, conducting thorough root cause analyses, and implementing effective solutions to enhance customer satisfaction and ensure seamless Webex operations.

Key Responsibilities

1. Adhere To Quality Standards, Regulatory Requirements, And Company Policies While Providing Advanced Technical Support For Webex Platforms.
2. Resolve Complex Incidents Escalated By Analysts By Performing Root Cause Analysis And Implementing Robust Solutions To Address Technical And Security Issues Within The Webex Environment.
3. Contribute To Knowledge Management By Updating And Maintaining The Knowledge Base, Providing Training To New Team Members, And Coaching Analysts On Best Practices For Webex Support.
4. Manage Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Teams To Ensure Uninterrupted Operations And Maintain A Strong Security Posture.
5. Enhance Customer Experience And Satisfaction By Achieving First Call Resolution, Minimizing Ticket Rejections And Reopens, And Proactively Addressing Potential Security Threats In Webex Usage.

Skill Requirements

1. In-Depth Knowledge Of Webex Platforms And Their Functionalities.
2. Strong Problem-Solving Skills With An Emphasis On Root Cause Analysis And Resolution.
3. Proficiency In Incident Management And Ticketing Systems.
4. Excellent Communication Skills To Interact Effectively With Customers And Team Members.
5. Familiarity With Security Protocols And Best Practices In A Support Context.

Other Requirements

1. Cisco Certified Network Associate (Ccna) Or Cisco Certified Network Professional (Ccnp) Certification In Collaboration Technologies Is Optional But Valuable