High Touch Operations Analyst – Graduate – Poland

High Touch Operations Analyst – Graduate – Poland – Start Date September 2022

LOCATION:
Krakow, Poland

AREA OF INTEREST
Customer Experience

JOB TYPE
New Graduate

TECHNOLOGY INTEREST
Big Data, Analytics

JOB ID
1360980

Program Start Date: September 2022

Training Location: virtual

Location after training: Krakow, Poland – due to COVID-19 this may require working from home

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.

Cisco seeks a High Touch Operations Analyst to work with designated mission-critical customers in Poland, such as Large Enterprise Companies, ensuring they receive premium-level service. As the liaison between the customer and Cisco Support Services, 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.

What You’ll Do

• Support delivery of High Touch Technical Care program to major accounts
• Regularly interact 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, Webex, video conferencing and other collaboration
• Co-ordinate root cause analysis upon customers request
• Write and/or enforce processes and procedures for customized support services.
• Act as „business driver” to improve the customer’s and Cisco’s internal operations.
• Identify, build and maintain relationships with customer’s operational teams, and their management.
• Co-ordinate technical support to properly manage operational issues and customer needs, and ensure service delivery meets customer expectations.
• Represent the customer needs to Cisco post-sales support teams and applicable organizations.
• Take part in weekly conference calls to provide status reports to customer.
• Take part in creating and presenting quarterly business review reports to customers with analysis of customer’s operational incidents and support needs.

Who You’ll Work With

Our best-in-class Customer Experience team combines knowledge of customer’s network and processes with deep subject matter expertise and tenured experience to deliver unparalleled network support services. Here, you’ll be maintaining a good relationship with the customer during the course of the problem resolution process

Who You Are

• Recent graduate or on your final year of studies towards a degree or related program or other academic certification; equivalent experience accepted in lieu of degree;
• You are fluent in English
• Very strong communication, interpersonal and problem-solving skills
• Solid understanding of business process and requirements in a support environment
• You are able to live and work in Poland with no additional VISA sponsorship from Cisco

Desired Skills

• Ability to work as a team member in a cross-functional matrix environment
• Excellent presentation and communication skills (verbal & written)
• Report writing skills
• Influencing and negotiation skills
• Strong critical thinking and decision-making skills
• Ability to apply knowledge and formulate customer recommendations
• Ability and propensity to regularly learn and apply new skills in the networking environment
• Language proficiency in Hungarian, German, Russian, or Polish is highly preferred
• Project management (ex. CAPM, PMP, PRINCE2) and/or ITIL certification is a great plus

Programme structure

• First 3 months: full-time training & shadowing in an online environment.
• After 3 months: join the local CX team in your home country for which you have applied for.

Why Cisco

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W Cisco wierzymy w potęgę technologii i możliwości jakie daje ona organizacjom na całym świecie, a naszym celem jest tworzenie inkluzywnej przyszłość dla wszystkich. Zatrudniamy obecnie 80 tys. pracowników w 95 krajach, w tym 2,5 tys. w Polsce, a nasze...