Yu Zhou
Cisco Cloud Collaboration Technical Consulting Engineer
Dalian
Summary
Skilled in technical troubleshooting and fostering customer relationships, I excelled at Cisco Systems, Inc. as a Technical Consulting Engineer. I spearheaded escalation resolutions, enhanced Webex products through customer feedback, and led training initiatives. My blend of problem-solving prowess and effective communication significantly contributed to partner satisfaction and product improvements.
Overview
4
4
years of professional experience
Work History
Cisco Messaging Collab Technical Consulting Eng
Cisco Systems, Inc.
01.2021 - Current
- As a Technical Consulting Engineer, I respond to "How to" inquiries from Japanese customers regarding Webex App/Meetings and Webex Contact Center products(https://www.webex.com/) through phone, chat, and web case processing. I also provide design behavior confirmation and troubleshooting handling.
- As a Tier 2 engineer, I took over the escalation of the Tier 1 engineers in the team and continued to handle high-severity and urgent cases.
- By creating a Messaging Space, I provided the Preliminary log analysis result and then let the development team know how to trigger the issue to find the root cause. I also create public bug information for the issue and share it with customers.
- After gathering customer feedback on Webex product features, submit enhancement requests to the development team in order to improve the product features.
- Participate in the monthly Japan partner interlock meeting, summarize the progress of case consultations within the month with the partner, maintain a good relationship with the partner, and appropriately mention the Customer Satisfaction Survey.
- As a trainer on the team, I am responsible for creating training plans (such as How to Use the Troubleshooting Tool, Webex features, etc.) for new hires and ensuring timely onboarding.
Education
Bachelor of Arts - East/Southeast Asian Humanities And Culture
Aichi Gakuin University
12 Araike, Iwasaki-cho, Nisshin-shi, Aichi-ken, Ja 04.2001 -
Skills
Customer support
Business analysis
Training and mentoring
Teamwork
Technical troubleshooting
Diagnostic testing
Customer service
Problem-solving
Remote technical support
Problem-solving abilities
Technical issues analysis
Excellent communication
Customer service expert
Timeline
Cisco Messaging Collab Technical Consulting Eng
Cisco Systems, Inc.
01.2021 - Current
Bachelor of Arts - East/Southeast Asian Humanities And Culture
Aichi Gakuin University
04.2001 -