What You'll Do... - Be the face of support and are key to our customer success and happiness. - Confirm issues are received, recorded and repaired or flagged for the right team in a rapid, efficient manner. - Will work with various teammates at Duo to build long-lasting relationships with our customers and deliver experiences unique to our industry. - Help amplify the voice of the customer across Duo by categorizing and classifying support issues for our Product Team. - Act as a primary support contact to identify and resolve technical issues - Facilitate customer communication via phone, chat and email - Build groundbreaking customer service experiences, creating more promoters and champions of Duo - Record & maintain accurate, timely details of issues and activity in a request tracking system - Contribute to customer-facing and internal documentation used for self-support - Develop recommendations for product improvement based on support issues and customer feedback Who You'll Work With Duo Security, now a part of Cisco, is the leading provider of Trusted Access security and multi-factor authentication delivered through the cloud. Duo's SE team is a makeup of customer centric engineers that love providing prospects and customers with an amazing experience. We are passionate about ensuring technical success with Duo. We work as a team to improve and strengthen our technical and sales skills. We believe in the importance of making a large impact at Duo by working closely with our customers, sales, product, engineering, R&D, marketing, support and customers success teams. Who You Are - Relies on researching and troubleshooting skills when presented with an unfamiliar or undocumented technical issue, - Demonstrates attention-to-detail and a thorough, methodical approach to problem-solving - Able to quickly assess the impact and implications of a reported issue while asking effective questions - Exhibits patience and empathy toward customers throughout interactions - Communicates solutions confidently with clear, simplified language, appropriate language for intended audience - Takes the initiative to own issues until resolution, while collaborating with other teams when necessary and following through - Documents & shares knowledge to improve team performance and customer self-service - Manages multiple tasks professionally, even with interruptions - Makes informed use of existing or resources, including asking for help - Welcomes & adapts to change in a swiftly-paced workplace - Demonstrable desire for constant learning - Punctual (we work on teams that operate on shift schedules) - Strong understanding of networking technologies & troubleshooting [DNS, HTTP(s), etc.] - Cross-platform OS knowledge [Linux, Mac OS X, Windows] - Cross-platform mobile device knowledge [iOS/Android] Nice to Haves - Bachelor's Degree [Computer Science, Information Systems or related] - Network security or information assurance background - Demonstrated ability in a customer-facing product support role - Experience supporting a high-availability SaaS environment - Familiar with network infrastructure technologies [Cisco, Citrix, Juniper, VMware, etc.] - Previous experience with customer support or helpdesk ticketing tools - Basic scripting skills [BASH, Python, etc.] - Windows OS administration experience [Active Directory] - Back-end web development experience/troubleshooting is a plus - Certifications are cool, too! - Experience in retail or similar customer-facing roles - Fluency in Spanish and/or French You should apply if you... - Care about contributing to an amazing work culture and environment - Are comfortable navigating a fast-paced role that is constantly iterating - Prefer trying and failing to get it flawless the first time - Are passionate about service & creating long-term customer relationships - Have impeccable communication - both verbal and written This job may not be for you if... - Working for a company where change is constant and isn't something you are ready to embrace - If you prefer to work on your own (we're a team that pushes each other and learns together) Does this sound like it was written for you? Excellent! Please apply and let's explore this together. And if this role is exciting to you, we encourage you to apply even if you don't meet all 100% of the description or qualifications. Finally and most importantly, we are a proud Equal Opportunity Employer. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. We are Cisco #WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here's how we do it. We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (30 years strong!) and only about hardware, but we're also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't 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, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward. So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.