Cisco Customer Operations Analyst in Mexico City, Mexico
Additional Location(s) or Information: Toluca Job Category: Customer Service Level of Experience: Experienced - Non Manager Requisition #: R1018629
Description: Job title: Customer Operations Analyst
The Business Entity: Cisco seeks a Customer Operations Analyst to work with designated mission-critical customers in Latin America, such as Local Service Providers and Large Enterprise Companies, ensuring they receive premium-level service.
The Team: As the liaison between the customer and Cisco Technical Support, you will track everyone and everything that touches the service process, driving improvements and ensuring excellence at every phase. With significant exposure both internally and externally, you will have the opportunity to make a difference in this stimulating role.
Background Skills: -- BS/BA degree -- 4-6 years Customer Service experience -- Project Management experience or Business Experience -- Proficiency in Spanish and English idioms -- CCNA or equivalent technical/networking knowledge (desired)
Professional Skills: --Strong communication, influencing and negotiation skills.
--Excellent presentation skills.
--Demonstrates thorough understanding of Cisco business processes.
--Demonstrates ability to engage cross-functional resources to solve customer issues.
--Ability to work as a team member in a cross-functional matrix environment.
--Knowledge of vertical market business trends and concepts.
--Understanding of Cisco product and solutions.
--Basic project management skills.
--Strong critical thinking and decision-making skills.
--Strong technical gap analysis skills and customer sat and customer service gap analysis skills.
--Ability to apply knowledge and formulate customer recommendations.
--Minimal daily supervision required. (This position normally receives no instructions on routine work and only general instructions on new assignments or initiatives).
Main Job Responsibilities: --Act as single point of contact for operational issues.
--Coordinate technical issues and customer needs.
--Represent customer needs to Cisco post-sales support teams and applicable organizations.
--Provide customers with updates on "hot" or escalated issues.
--Coordinate and conduct weekly conference calls to provide status reports to customer.
--Create and present quarterly reports to customers with analysis of customer's support needs.
--Identify, build and maintain relationships with customer's internal management.
--Understand customer's internal business functions and culture.
--Act as "business driver" to improve customer's and Cisco's internal operations.
--Identify need for and assist with creation of customer training.
--Present operational issues/activity, customer satisfaction and gap analysis to customer and internal Cisco personnel.
--Ensure consistent reporting and support across all accounts.
--Handles one-off critical network incidents as required.
--SLA reporting for RMAs - determine through reporting and data scrubbing if RMAs are related to hardware failure vs precaution, account team requested, etc.
--Works directly with customers on Networks Availability metrics --Drives to ensure root cause is determined for all Outage SRs.
Success Factors: --Dedication to customer success --Communication skills --Teamwork --Business knowledge --Ability to perform under stressful conditions
About 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.
Keywords: Customer Operations Analyst
Job Type: Experienced Opportunity Category: *None
Customer Operations Analyst Mexico City MX R1018629-en_US