- Entry level
- No Education
- Salary to negotiate
What You'll Do
Cisco Managed Services seeks a Manager of Technical Support to lead teams of customer support engineers who deliver Remote Management Services. The manager handles issues and assumes ownership for the end-to-end customer experience. Serving in a liaison role, the manager crafts a bridge that connects the technical and business perspectives of customer engagements.
Who You'll Work With
Become part of Cisco Managed Services (CMS) Team. CMS simplifies the ongoing management of Cisco Advanced Technologies, improves the business benefits, and significantly reduces Total Cost of Ownership (TCO) for our customers. We are a dedicated team that works together to anticipate, identify, and resolve issues faster, more accurately, less expensive, and with more transparency than customers can on their own.
Who You Are
Role & Responsibilities
In this highly transparent role as a Manager of Technical Support, you will:
Supervises the activities of a CSE team with responsibility for results in terms of customer service happiness
Workload management among team members, including implementation of creative ticket/case management techniques
Assumes leadership role in Cisco Services or cross-functional teams to drive service delivery and/or product improvements
Collaborate with Cisco and Customer’s Partners to ensure service delivery success
Collaborate closely with senior leadership of customer to drive engagement and NPS
Participates in major multi-functional projects affecting Cisco business, product, or service leadership
Identifies and works on issues that affect worldwide TAC & CMS teams
Typically requires BE or B.Tech or equivalent plus 10+ years-related experience
Experience in customer support, knowledge of Cisco Unified Communications and other industry Collaboration technologies
Possess 2 to 4 years-prior management experience (desirable)
Possess 1 to 2 years’ experience of leading a Network Operations Center (NOC)
Complete understanding of and experience in leading a team in applying all elements of Technical Support
Proven business and technical expertise and extensive customer service engineering experience
Demonstrates strategic skills
Proven industry awareness
Operational mind-set and disposition
Comfortable working in a dynamic and evolving organization and service
Ability to formulate and deliver complex presentations throughout Cisco and to customer technical departments
We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays and learns. We are leaders with vision, 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.
About the company
At Cisco, transforming the way people work, live, play and learn also includes being a great place to work. For 17 years, we’ve been named a Fortune 100 Best Place to Work, one of a handful of companies included on the list since its inception. And, we are among 25 companies acknowledged as a world’s best multinational workplace.
We’re proud of this recognition because it means, at Cisco, you will enjoy working flexibly, using our own market-leading collaboration technology to drive innovation; taking advantage of numerous health and wellness resources; pursuing exciting career opportunities, and participating in programs to help your local communities or fulfill philanthropic interests. And, you’ll be doing all of this while being part of a global team that is making a positive difference in the world.
Learn why Cisco is a great place to work and what we offer you.