1+ months

High Touch Operations Analyst - New Graduate - Italy - March 2022

Cisco Systems Inc.
Italy, NY 14512
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Program Start Date: March 2022


Location: Rome, Italy


 

Cisco seeks a High Touch Operations Analyst to work with designated mission-critical customers in the South region, namely in Italy, 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 Youll 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 customers operational incidents and support needs.



Who Youll 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, youll be maintaining a good relationship with the customer during the course of the problem resolution process

 



Who You Are


  • You are graduating in 2022 (or earlier up to 2020 graduation date) with either Bachelors or Masters degree in Engineering, Computer Science, Business or any other related field;

  • Very strong communication, interpersonal and problem-solving skills

  • Solid understanding of business process and requirements in a support environment

  • You speak English and Italian (required). Additional languages skills such as Spanish is an advantage

  


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 6 months: full-time training & shadowing in an online environment.

  • After 6 months: join local team in Rome, 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? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco













Posted: 2021-09-15 Expires: 2021-10-28
Sponsored by:
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High Touch Operations Analyst - New Graduate - Italy - March 2022

Cisco Systems Inc.
Italy, NY 14512
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