High Touch Operations Analyst - Spain. Start Date 1 September

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  • Location:
    Madrid, Spain
  • Area of Interest
    Business Strategy and Operations
  • Job Type
    Early in Career
  • Technology Interest
    *None
  • Job Id
    1420478

Program Start Date: 1st September 2024

Location: Madrid, Spain

Cisco seeks a High Touch Operations Analyst to work with designated mission-critical customers, 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 and Spanish;
  • Very strong communication, interpersonal and problem-solving skills
  • Solid understanding of business process and requirements in a support environment

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
  • 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 local team, supported by ongoing mentorship and guidance to accelerate your continuous development. Shape solutions of real world challenges, closely mentored and integrated into our diverse team.

 

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

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. 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. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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