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| High Touch Operations Manager |
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- Supports delivery of High Touch Technical Support program to major accounts. .
- Ensures follow-up and closure of critical problems with large strategic customers
- Uses standard tools to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution
- Regularly interacts with Cisco's customer and internal teams in a coordinated fashion to ensure problem resolution
- Maintain a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, NetMeeting, video conferencing and other collaboration methods.
- Co-ordinates root cause analysis upon customers request
The candidate will work in a team as a seamless extension of the UK based Advanced Services team. The candidate will cover normal UK business hours 9:00 to 17:30 Monday to Friday. |
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Bachelors
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7 years + |
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English : Speak / Write Fluently
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open-ended |
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unspecified |
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EU National |
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Home Counties Reading |
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• Excellent command on the English language
• Proven leadership skills, initiative taker and has the ability to work outside of process. Also experience in a support environment is a plus.
• Work with HTTS, Duty Managers and BU Development Engineers to review potential product or software defects and obtain fixes
• Has a technical and networking understanding, but primarily has the ability to leverage the technical expertise of others.
• Leverages and contributes to Virtual Teams.
• Questions ways of working and suggests improvements.
• Independently coordinates and executes tasks.
• Uses technical understanding to work with HTTS and DE to create a recommended solution, and to understand the business impact to the Customer
• Solid understanding of business process and requirements in a support environment
• Excellent written and verbal communication skills, across culture. Ability to work successfully as a team member in a cross-functional matrix environment
• Results driven and focus on the customer
• Commercial and contractual understanding
Cisco Architecture & Technology Knowledge:
Understanding of networking technology, and the environment
Candidate must be a self motivated individual that is dedicated to exceeding client expectations, be willing to contribute to team efforts, and must possess strong interpersonal skills. |
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Cisco has shaped the future of the Internet by creating unprecedented value and opportunity for our customers, employees, investors and ecosystem partners and has become the worldwide leader in networking - transforming how people connect, communicate and collaborate. |
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Cisco
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