Descripción de la oferta


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  • Sin estudios
  • Salario a negociar
  • Ciudad de México


Role Description: Manager – Cisco Cloud Support 
Role requires managing Technical/Account Support teams and a variety of products, specific to Colloboration. A Services manager is required to manage and a lead team through efficient resource management by capacity planning and cross training. Working with cross – internal functional teams (AS, SOC, Engineering BU & Product Management) to resolve critical issues of the customers & Partners. Skilled in conducting various training sessions for enhancing performance and quality of service. Excellent people management, mentoring skills with the ability to train and motivate engineers in optimizing their abilities.
Specific Responsibilities:
Responsible for overseeing Technical/Customer Success engineers who specialize in supporting high-end Enterprise level customers or channel partners in problem identification and resolution.
Interacting with customers with regards to case progress and handle critical or dissatisfied customers. Responsible for achieving a high level of customer satisfaction at both the team and organizational level.
·       Communicate at all levels among customers, escalation, and engineering/development team, service managers about the progress and action plan.
Frequently interact with senior management and key stakeholders across departments and drive the message for resolving issues.
Supervising and enhancing the performance of a team of Support Engineers, including the areas of customer satisfaction, technical expertise, and timeliness of support delivery.
Conduct regular 1:1 and team meetings to evaluate individual and team performance and facilitate development of proficiency in customer service skills.
Deal with employee or customer issues and ensure positive interactions even when message content is difficult or critical.
Regularly participate in strategic planning discussions to provide insightful ideas on business process improvements and customer service delivery.
Collaborate and work in partnership with other key stakeholders to share and learn product behaviors, operational metrics, business analytics and best customer practices.
Knowledge and proficiency in workload analysis, performance management, business planning and process management and defining as well as achieving operational KPIs.
Develop, align and execute to a team hiring strategy to ensure requisite skills in support of business priorities.
Facilitate and harness cross-team collaboration working with local and virtual teams.
Monitoring and enhancing the performance of the team in the areas of productivity, customer satisfaction and employee satisfaction and employee development.
Enhancing the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills and technical ability.
Leading, scheduling, coordinating meetings and projects relevant to the team and unit; addressing daily issues that affect support at the team and the unit levels.
Interacting about support issues on a cross-site and/or cross-unit basis; conducting employee performance reviews/evaluations, holding regular career planning sessions with employees.
Working with Support unit management and MS product/program management to anticipate and prepare for support needs and reduce the support burden of products.
·       Preparing and conceptualizing readiness plans for product launches for use by the Support management and other departments.
 Minimum of 7 years of experience with Technical Support Management
Excellent verbal communication skills with ability to relay information with tact, diplomacy, patience and professionalism
Business writing skills with proper punctuation, spelling and grammar to create written instructions, memos and correspondence as assigned
Detail oriented, ability to multi-task and work within an ever changing environment with tight turnaround times
Strong time management and organizational skills
Flexibility, multi-tasking and willingness to adjust work schedule based on business needs
Ability to work well independently or with a team
Computer proficiency with MS Office, specifically MS Excel, MS Word, and MS Power Point is required;
Ability to demonstrate and maintain an extremely high regard for confidential and sensitive information

Sobre la empresa

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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.

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