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Job Field: Office Jobs
Location: LAKE OSWEGO, WA
Salary: $-
Job Type: Part Time

JOB SUMMARY:

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               <td align="left"><font style="font-size: 100%;">Requisition #: R933189 Location: UNITED STATES.OREGON.LAKE OSWEGO<BR><BR>Job Title: Customer Support Manager Region: AMERICAS<BR><BR>Area of Interest: Cisco Services (Formerly Customer Advocacy)<BR>Level of Experience: Experienced - Manager<BR><BR>Flexible Work Option: No<BR><BR>Job Description: This position is responsible for managing a diverse team of technical support engineers, providing coaching and direction to develop and train employees to provide exceptional customer satisfaction, productivity and quality. We are looking for a manager with proven experience in technical support for complex software systems to be a key driver to deliver best of class customer service for our cutting edge Connected Home solutions that enable unprecedented visibility and control of managed devices and apps in the home.<BR><BR>Overall responsibilities include but are not limited to:<BR><BR>? Own overall customer satisfaction for high scale service provider solutions, starting with the Prime Home product and eventually growing to other related products<BR>? Establish metrics and weekly reporting<BR>? Build relationships with customers and key Cisco sales team members<BR>? Triage and prioritization of customer requests and support issues<BR>? Establish processes and policies for customer upgrades and migrations<BR>? Some training and documentation for internal and external customers<BR>? Ecosystem partner management and triage for partner support prioritization<BR>? Close collaboration with R&D teams - assist R&D teams in identifying priorities for scaling solutions<BR>? Identifies the developmental needs and opportunities of team and coaches the team to improve skills<BR><BR><BR>Required Experience and Skills:<BR><BR>? 8-10 years experience and at least 2+ years as a Manager in a Technical Support environment<BR>? Demonstrated experience in managing diverse teams and building an inclusive environment, conducive to professional growth and best of class customer and employee experience.<BR>? Must have demonstrated skills in managing the frontline customer support organization<BR>? Strong listening and strong verbal and written communication skills.<BR>? Excellent analytical and problem solving skills<BR>? Demonstrated time management skills. Comfortable in a fast paced, dynamic and demanding environment.<BR>? Needs to understand Technical support processes<BR>? Experience working in a fast paced support environment<BR>? Experience deploying software with large Service Provider and/or Enterprise customers<BR>? Program management experience for complex software integration, installation, and migration projects<BR><BR>Desired Experience and Skills:<BR><BR>? Experience with hosted software platforms<BR>? Data networking experience<BR>? Software application platform knowledge<BR><BR>This position can be based in either Lake Oswego OR, or Boxborough MA.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 </font></td>
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