Frontline Access Escalation Leader

  • Location:
    Mexico City, Mexico
  • Area of Interest
    Customer Experience
  • Job Type
  • Technology Interest
    Networking, Security
  • Job Id

What You'll Do 

Cisco's Technical Services is team of elite technical experts whose #1 focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through excellent financial results, increasing customer satisfaction metrics, industry recognition, and employee satisfaction scores. Cisco's technology team consists of the industry's brightest minds; developing and deploying today's most advanced Internet technologies.  You'll gain insight into the detailed functionality of Cisco products and partners with all distributed elements of the service chain.    


Who You'll Work With 

You will work with a tight-knit team that demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. If you have patience and an empathetic view of the customer, and want to hone your skills and advance your career making valuable contributions to customers while working with an industry leader in networking technology, Shared Services in CX is the place for you!   


Who You Are 

*You will provide 2nd/3rd level support to partners, and Technical Assistance Center engineers enabling customers access to technical support.  

*You can apply your analytical skills and technical knowledge to solve entitlement and customer identification challenges of moderate to high complexity. 

*You will also provide process training and intellectual property material as required 

*You will proactively monitor team backlogs and act as early detection for customer satisfaction

* You will maintain relationship with our internal and external stakeholders

* You will successfully provide guidance to others on documented processes and procedures


Desired Skills 

* Typically requires BS in a technical field (CS/EE preferred) 

* Expertise in Security related Technologies (To be changed dependent on Technology.  


Why Cisco 

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns. We are inspiring leaders, 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.


Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.