XR Escalation Leader (1380790)

  • Location:
    Offsite, RTP, North Carolina, US
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Internet of Everything, Networking, Security, Service Provider
  • Job Id
    1380790

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 on 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 a proficiency 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 XR technical support, partners, account teams, and other Technical Assistance Center engineers.
  • You can apply your analytical skills and technical knowledge to solve product and network problems of moderate to high complexity.
  • You will also provide technology/product training and intellectual property material as required
  • You will act as focal point for Critical/GFEP/CAP Accounts
  • You will proactively monitor team backlogs and act as early detection for customer satisfaction
  • You will maintain relationship with our internal and external customers
  • You will be 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.
  • MUST HAVE XR Product Family experience or something similar.

Perks

  • We know that the award-winning culture at Cisco is something to brag about, but here are more reasons that make get us out of bed every morning, like:
  • Medical, dental, vision coverage
  • 401k match (4.5%)
  • Wellness perks (gym, hobbies, education, store discounts, personal finance)
  • 4 weeks PTO, 5 days VTO, 14 holidays (including 1 birthday PTO and 1 floating holiday)

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all. We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box! But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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.

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