TECHNICAL SUPPORT MANAGER - CLOUD COLLABORATION

  • Location:
    Mexico City, Mexico
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center, Networking
  • Job Id
    1211336
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<b>What You'll Do</b>

Do you have what it takes? Technical Service (TS) is seeking an inspiring leader to Manage a team of customer support engineers responsible for providing first rate technical support. You’ll report to a TS Director or Sr. Manager and generally be responsible for a team of 10 to 15 people. You are able to manage for results (team workload management, team training and development, overall team customer service metrics); handle critical customer escalations and drive issues to resolution; and assume ownership of the total customer support experience.

Who You'll Work With
The Technical Services (TS) 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. 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 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 Are
● You can lead a team of Technical Support Engineers in support of Cloud Collaboration solutions including but not limited to WebEx, Spark, Jabber, CMR and CMR hybrid

● You’ve demonstrated excellent leadership skills and experience in leading a local and remote team in applying all elements of Technical Support.
● You understand and demonstrate Cisco’s C-LEAD Continuum – Collaborate, Lead, Execute, Accelerate, Disrupt.
● You have the ability to influence using applied knowledge and excellent people management skills.
● You can develop excellent working relationships
● You can align to and influence Company and Org Goals
● You display excellent communication skills - presentation, verbal and written.
● You can be a Customer Advocate and maybe a designated POC for select customers
● You are able to function autonomously, quickly ascertain the issues at hand, and quickly drive issues to resolution.
● You understand and drive the team to solve complex network and Cloud level technical problems. You understand the inter-company dependencies and develop action plans to address problems

Required Product Knowledge and Technical Skills:
● You have a Bachelor’s Degree plus 5-7 years of related experience
● You have experience in customer support services – preferably IT Industry
● You have a thorough understanding of network technology and Cloud SaaS models
● Your interpersonal skills and solid business acumen in decision making are solid
● You have demonstrated Industry awareness

Desired Skills
● ITIL Certified
● You have proven Management experience
● Network Security Background
● Network and Cloud Operations
● Cisco Certifications
● Leadership Training academia

Will lead the Mexico City Cloud Collaboration team and partner with global peers in support of Cisco Cloud Collaboration technologies and products. Some travel may be required.

Why Cisco
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 inspiring 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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