Customer Operations Analyst Otro

  • Empresa
  • Buenos Aires
  • 21-09-2016
  • Otros

Additional Location(s) or Information:

Job Category: Customer Service
Level of Experience: Experienced – Non Manager
Requisition #: R1018625
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.
Role & 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
—Provide customers with updates on “hot” or escalated issues.
—Coordinate and conduct weekly conference calls to provide status reports to
—Create and present quarterly reports to customers with analysis of
customer’s support needs.
—Identify, build and maintain relationships with customer’s internal
—Understand customer’s internal business functions and culture.
—Act as “business driver” to improve customer’s and Cisco’s internal
—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,
—Works directly with customers on Networks Availability metrics
—Drives to ensure root cause is determined for all Outage SRs.
Minimum Qualifications
Background Skills:
— BS/BA degree
— 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
—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 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).
Desired Skills
Success Factors:
—Dedication to customer success
—Communication skills
—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

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