Global Field Escalation Resolution Leader Tier 2

  • Location:
    RTP, North Carolina, US
  • Area of Interest
    Information Technology
  • Compensation Range
    69800 USD - 96200 USD
  • Job Type
  • Technology Interest
  • Job Id

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 always have the ability to demonstrate leadership , 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?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data travelling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and size to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognise our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco 

Message to applicants applying to work in the U.S.:
When available, the salary range posted for this position reflects the projected hiring range for new hire salaries in U.S. locations. For non-sales roles, the hiring ranges reflect base salary and do not include bonuses, equity, or benefits. Hiring ranges for sales positions include base and incentive target, and do not include equity or benefits. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.