1203856 - Designated Support Manager

  • Location:
    RTP, North Carolina, US
  • Additional Location(s)
    Rancho Cordova, California, US
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center
  • Job Id
    1203856
New

What You'll Do

Do you have what it takes? The Technical Services Organization at Cisco is a team of world-class technical experts whose primary focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Cisco's Technical Assistance Center (TAC) is aligned to three geographic regions; together, they form one global, borderless TAC. The TAC is the first to be confronted by challenges and issues with new equipment and tools in the field. Revered by many as the “best networking school” in the world, roles in the TAC have a technology runway that never ends. The breadth and diversity of technology exposure is second to none; and comes with the territory when you are keeping the world’s networks humming!


Who You'll Work With

Are you passionate about solving problems and creating persistent technical relationships with Cisco WebEx customers? Be part of a highly collaborative team that is transforming the way Cisco provides support to Enterprise customers, by shifting focus to proactive and predictive support that is achieved through analytics and deep technical knowledge of customer environments and business goals.


What You'll Do

● Working in a dynamic and fast-paced environment, the DSM is a key resource for Cisco WebEx to deliver best of class customer service to GET and Enterprise customers
● Coordinate communications to WebEx TS and account teams regarding key customers, and externally to key customers regarding WebEx updates (change notifications, incident management, etc…)
● Coordinating team and individual response to customer escalations that arise from Account, Sales, other Cisco teams, or WebEx senior engineers, pursuant to specific aligned customers
● Issue/ticket Trend Analysis from ticket queue and agent feedback for aligned customers
● Triage and escalation assistance for aligned customers to Engineering/Operations/Product teams
● Act as the initial management POC for Support for an aligned customer
● Work with Cisco WebEx operations teams to understand, approve, and communicate changes through robust change control process to customer
● Assist with delivery of RFO/RCA statements from operations teams
● He / she will be a part of the global Tech Support operations management team and is expected to understand global best practices for customer contact centers and learn quickly the unique business needs of Cisco WebEx customers, worldwide
● The Designated Support Manager is responsible for managing the customer relationship from the WebEx Technical Support perspective, as a part of the larger Cisco account team
The key functions for this position include:
● Understanding the services delivered by WebEx and the business processes within the Technical Support Organization
● Working closely with service/process owners in the WebEx org to manage proactive changes and reactive incidents for sharing and learning best practices
● Ensuring that the TS team is aware of changes / maintenances to service offerings and customer implementations
● Maintains an excellent and conducive work relationship with the leaders in the organization and extends support wherever needed
● Engages with aligned customers and Sales and Customer Services Managers to ensure optimum service delivery
● Reviews daily/weekly/monthly ticket trends and statistics for the aligned customers and takes action as appropriate with other TS owners
● Document customer environment notes and support process procedures/playbooks for technical support
● Work with readiness teams to ensure customer preparedness for major changes and maintenance
● Participate in delivering and exceeding customer service level commitments
● Research and resolve customer inquiries including customer follow-up and appropriate escalation when necessary
● Communicate and work effectively with staff at all levels of the organization
● Handle customer escalations and complaints, routing or handling as needed within TS/WebEx org

Who You Are

● 7-10 years experience supporting delivery of collaborative Software as a Service (SaaS) applications
● Must have demonstrated skills in managing frontline customer support escalations
● Experience in delivering services and support to large Enterprise customers
● Effective listening and strong verbal and written communication skills
● Excellent analytical and problem-solving skills. Strong understanding of analytical methods and data modeling is highly desirable
● Comfortable in a fast-paced, self-guided, dynamic and demanding environment
● Needs to understand and be able to follow and implement Technical Support processes


Desired Skills
● Creativity and thinking outside the box to come up with solutions and provide customer value
● Ability to effectively manage time and provide consistency in all customer engagements
● Ability to collaborate with team to enhance methodology practices and overall service delivery
● Ability to convey confidence and authority, both internally and externally, as a subject matter expert (SME) for Cisco WebEx applications and services
● Ability to travel 1-2 times annually


Why Cisco

The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are expanding our technology solutions in the mobile, cloud, security, IT, and big data spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine creating unprecedented disruption. Your revolutionary ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

Watch Video To Learn More About the Adoption Acceleration Service for WebEx


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