Global Field Escalation Resolution Leader Tier 2

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
  • Job Id

What You'll Do

Our Global Field Escalation Program (GFEP) Resolution Leaders are the face of Cisco to in-theater customers and partners. In this position we help customers maximize network availability and functionality by helping them to expedite open service requests and RMA. You'll collaborate with other Cisco teams to achieve these goals. The focus of the position will be to overcome customer challenges (process/language/cultural and technical), while interacting with other client’s organizations.

Who You'll Work With

The Global Field Escalation Program (GFEP) relies on each Resolution Leader communicating and collaborating often. This results in very strong collaboration which has shown to be successful in driving issues to resolution.

Who you Are

As the single point of contact for technical support issues you'll facilitate with the respective organizations to drive issues to solution. You'll aggressively identify trends and gaps related to the products and services to improve the quality delivered across different entities. You have a strong knowledge of TAC processes, Logistics, and Critical issue best practices.

The Tier 2 position may require travel to visit key and strategic customer sites within country/region, with the aim of reviewing open cases and/or educating customers on Cisco Technical Service processes.


You work as an example to your team by mastering all TAC, Logistics and TS processes and tools to provide a high level of customer support. You assist customers by collaborating with appropriate teams and following up to drive resolution. You're organized, can track and provide additional analysis to identify structural issues our customers face, as indicated by the Territory Escalation Manager and partner to keep record of these critical issues. You understand the responsibility of achieving all defined metrics to ensure customer satisfaction.

Required Skills:

·       You are fluent in English in verbal and written form.


Spanish Fluency in verbal and written form is desired, but not required.

·       You can demonstrate strong presentation skills; excellent written & verbal communication; and can facilitate customer relations at all levels.

·       You exhibit a deep understanding and strong interest in networking products.

·       You've obtained 2+ years’ Customer Service experience; strong commercial awareness; are highly motivated and committed to customer satisfaction.

·       You've achieved a Bachelor’s degree (or equivalent).  Study in related field (Information Technology, Computer Science) is a plus.

·       You are highly analytical and can handle complex customer engagement.

·       You're self-starting and resilient; demonstrating the ability to work under pressure without supervision.

·       You have the ability to demonstrate leadership at all times, maintaining professional decorum and positive attitude; taking responsibility and accountability.

Are available to work shifts Monday-Friday.

Your operational hours may be subject to change due to requirements. The nature of your employment is such that you will work whatever hours necessary to fulfil the duties of your post.

Flexibility is important. Obligations placed upon you and tasks required of you will inevitably vary and develop with the growth of the Company.

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

We connect everything – people, process, data and things – and we use those connections to change our world for the better.

We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.

We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco