What You’ll Do
Cisco seeks a High Touch Engineer in CX Delivery to work with designated mission-critical enterprise customers, such as financial services, health care, insurance etc. ensuring they receive premium-level service. As a High Touch Engineer, you will be customer facing as a member of the Expert Care premium services team. You will partner directly with the HTOM and other Cisco technical resources (NCE, HTTS, TAC, Escalation) in providing problem management support to Cisco premium customers.
You will lead problem management efforts with internal stakeholders including: HTTS, TAC, Business Entity Escalation resources. In this role, you will have significant exposure both internally and externally, you will have the opportunity to make a difference in this stimulating and technical role.
Who You’ll Work With
Cisco CX is focused on helping drive new opportunities for Cisco and it’s transforming our clients’ businesses worldwide. Today, we are building high performing teams that are tightly engaged with our clients, understand their business imperatives, and can orchestrate the execution of our services to meet our client’s business needs. As a team, we will collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place to Work.
Who You Are
The ideal candidate possesses strong organizational and communications skills, and demonstrates the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure.
Hands on knowledge/Technically proficient in (2) or more related technologies: Data Center Switching, ACI, UCS/SV, Route/Switch, Security, Collaboration, Wireless.
Act as customer advocate at all times, representing customer needs to Cisco post-sales support teams and applicable organizations.
Travel to quarterly customer site visits to present operational issues/activity, RCA summaries, and Defect trending in order to improve customer satisfaction and to provide gap analysis to customer and internal Cisco personnel.
Partner with HTOM to assertively provide customers with updates on critical incidents and customer escalations.
Assists HTOM with weekly Service Request reviews, case management, and attends weekly conference calls and virtual meetings to provide status reports to customer.
Required Skills:
Typically requires a BS degree or equivalent plus 10-12 years related customer support experience preferably in banking industry, program management experience or business experience.
Ability to work as a team member in a cross-functional matrix environment.
Excellent presentation and communication skills.
Knowledge of vertical market business trends and concepts.
Strong project management skills desired.
Strong understanding of Cisco’s internal business functions.
Understanding of Cisco’s sales and services lifecycle.
Understanding of analytics, metrics, KPIs to perform basic trend analysis, and formulate customer recommendations and focus areas.
Professional or Expert Level network certification (CCNP, CCIE) or equivalent technical/networking knowledge is preferred.
Core Deliverables:
Builds productive relationships with customers and takes ownership for customer success.
Fully identifies and resolves issues identified within the case and thinks beyond the fix to prevent future problems.
Network Problem Resolution: Assists in diagnostics and troubleshooting on S1 and S2 incidents based on deep customer network knowledge; the HTE supports TAC, HTTS, and Escalation resources as needed.
Root Cause Analysis Reports: Creates post incident reports with detailed analysis and remediation in response to critical network incidents.
Quarterly Business Reviews: Presents technical review of impacting incidents, defect summaries, RCA summaries, and overall trend analysis of recurring or pervasive issues.
Training and Knowledge Transfer: Assist, Coordinate, or Deliver KT sessions to the customer on in order to augment troubleshooting skills and provide Cisco best practices.
Troubleshooting Methodologies and Incident management
Why Cisco?
#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!
Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.
We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).
We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.
So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco
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.
Bio-K+ Nous sommes la recherche dOprateurs lyophilisations / produits frais. Il sagit dun poste du vendredi au dimanche de 6h00...
Apply For This JobOur Purpose We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe,...
Apply For This JobExigences Membre essentiel de l’équipe de La Gestion de la croissance des revenus, le coordonnateur Prix & Promotion gère, vérifie...
Apply For This JobCASUAL INSTRUCTOR, HEALTH CARE LEADERSHIP FACULTY OF HEALTH STUDIES NorQuesters are difference makers and we’re searching for someone who is...
Apply For This JobAre you a senior instructional designer with a background in coaching, mentoring, facilitating cross-departmental collaboration, and leading teams to develop...
Apply For This JobRestaurant Team Member – Crew (3003 – Vancouver Fairview) (23025362) Description CULTIVATING A BETTER WORLD Food served fast doesn’t have...
Apply For This Job