What you will do Supports delivery of High Touch Technical Support (HTTS) program to major accounts, or Global Technical Centre (TAC) where applicable Ensures follow-up and closure of critical problems with large strategic customers Uses standard tool to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution Regularly interacts with Cisco's customer and internal teams in a coordinated fashion to ensure problem resolution Maintains a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, NetMeeting, video conferencing and other collaboration methods Co-ordinates root cause/operational analysis in conjunction with the High Touch Engineer (HTE) Carries out reporting, SLA calculations and trending analysis Holds or contributes to Service Reviews with the customer
Candidate must be a self motivated individual that is dedicated to exceeding client expectations, be willing to contribute to team efforts, and must possess strong communication and interpersonal skills: Initiative taker and has the ability to work outside of process Experience in a support environment Work with HTTS/TAC, Duty Managers and BU (Business Unit) Development Engineers (DEs) to review potential product or software defects and obtain fixes Has a technical and networking understanding, but primarily has the ability to leverage the technical expertise of others Leverages and contributes to Virtual Teams Questions ways of working and suggests improvements Independently coordinates and executes tasks Uses technical understanding to work with HTTS/TAC and BU DE to create a recommended solution, and to understand the business impact to the Customer Solid understanding of business processes and requirements in a support environment and in the customer’s organisation Excellent written and verbal communication skills, across culture Ability to work successfully as a team member in a cross-functional matrix environment Commercial and contractual understanding is desirable, but not essential
Cisco Architecture & Technology Knowledge General understanding of networking technologies and services
Educational Background Recommended Typically requires a university degree or equivalent experience in a similar role 4+ years experience in a network engineering, customer service delivery or telecommunications support environment ITIL v3 Foundation essential, ITIL Service Operations highly desirable CCNA/CCENT is desirable, but not essential Proficient in English with strong written and verbal communication skills at senior levels. Knowledge of Dutch language would be a plus. Enterprise experience is highly desirable
#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security 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, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication 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. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!