High Touch Operation Manager

  • Location:
    Mexico City, Mexico
  • Area of Interest
    Administrative and Business Support
  • Job Type
  • Technology Interest
  • Job Id

<b>What You'll Do</b>

The Customer Operations Analyst is a project expert in a broad area covering multiple activities.

Knows how the process is expected to work in the industry.

Interfaces with all levels of CSEs, NCEs, SEs, VARs, OEMs, end-users & internal departments.

Works on problems of diverse scope where analysis requires evaluation of identifiable factors.

Acts as a focal point for large account network problem resolution.

Provides support on a world-wide basis.

Connects with customers and partners across functions and boundaries to achieve significant results

Role & Responsibilities:

* Take responsibility for resolving and status reporting specific issues represented by TAC cases.

* Updating customer CCO profiles

* Running reports in various tools to gather TAC case list for customer and adding current status of cases * Reach out to Cisco resources as required to help resolution of cases

*Understand customer's internal business functions and culture.

* Identify, build and maintain relationships with customer contacts.

* Coordinate the customers technical and post sales issues and Cisco internal resources to achieve customer satisfaction through effective resolution.

* Represent customer needs to Cisco support teams and applicable organizations.

* Provide customers with updates on hot or escalated issues.

* Provide status reports to customer.  


<b>Who You'll Work With</b>

The Business Entity Cisco seeks a Customer Operations Analyst to work with designated mission-critical customers in the Service Provider Market.


<b>Who You Are</b>

* At least 3 years' experience in customer facing.

* Minimum 4 years of networking experience.

* Typically requires BS in BA or equivalent plus 5-7 years related experience. ITIL and PM strongly preferred.

Desired Skills:

Excellent written and verbal communication, interpersonal and presentation skills.

Ability to function effectively in ambiguous circumstances.

Key involvement in CA and cross-functional teams to resolve major customer issues.

Leads team collaboration extending beyond work group.

Strong documentation skills - to be utilized for case management, knowledge capture, defect management and Trainings.

Very strong Problem Solving skills.

Proven crisis management skills, and the ability to excel under pressure.

Demonstrated excellence in customer-interaction, written and verbal communication, assertive leadership.


<b>Why Cisco</b>

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We Are Cisco.

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