1203856 - Designated Support Manager

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

What You'll Do

Are you ready to make an impact? The Technical Services Organization at Cisco is a team of elite technical professionals 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. We are the first to be confronted by challenges and issues with new equipment and tools in the field. Loved 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 crafting persistent technical relationships with Cisco WebEx customers? We are a highly collaborative team that is transforming the way Cisco provides support to Enterprise customers, by shifting focus to dedicated and predictive support that is achieved through analytics and deep technical knowledge of customer environments and business goals.

What You'll Do

  • Do you enjoy working in a dynamic and energizing environment? This role 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's critical issues 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 critical issue assistance for aligned clients 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
  • They will be a valued global Tech Support operations management team and is expected to understand global methodologies for customer contact centers and learn quickly the rare business needs of Cisco WebEx customers, worldwide
  • You will be responsible for handling 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:

  • We are looking for someone that has an understanding of 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 lead necessary changes and reactive incidents for sharing and learning Cisco methodology
  • 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 clients 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 dedications
  • Research and resolve customer inquiries including customer follow-up and appropriate concern when necessary
  • Communicate and work effectively with staff at all levels of the organization
  • Handle customer issues and complaints, routing or handling as needed within TS/WebEx org

Who You Are

You strive to provide creative solutions to customers. You have the ability to effectively handle time and proved consistency in all customer engagements, while collaborating with the team to improve methodology practices and overall service deliver. Can you covey confidence and authority, both internally and externally, as a subject matter expert (SME) for Cisco WebEx applications and services.

  • 7-10 years experience supporting delivery of collaborative Software as a Service (SaaS) applications
  • Do you demonstrated skills in leading frontline support for customer issues?
  • 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. Deep understanding of analytical methods and data modeling is highly desirable
  • Ability to work in an energized, self-guided, dynamic and demanding environment
  • Needs to understand and be able to follow and implement Technical Support processes
  • Ability to travel 1-2 times a year

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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