Yu Zhou

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.

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