Job Description
As an integral part of Cisco’s Customer Experience organization, Cisco Meraki Support is made up of three collaborative teams: Enterprise Support, Learning & Development, and Project & Program Management. Alongside our powerful AI tools, we deliver 24/7 global customer support, striving to simplify technological processes for both our customers and peers. Our cross-functional organization is united by the shared mission of solving customer issues through seamless collaboration and delivering exceptional customer experiences.
We take pride in being an empathetic, solutions-driven team. Whether supporting customers or partnering across our organization, we aim to build strong relationships and create meaningful impact through thoughtful, people-focused customer service.
Your Impact
As a creative problem solver, you care deeply about what matters to our customers, partners, and colleagues. Leveraging AI-powered tools to enhance troubleshooting and efficiency, you use your advanced communication skills to build meaningful customer relationships while responding quickly and efficiently to customers’ inquiries. You embrace changes that arise from data insights and proactively use feedback from leaders and peers to continuously enhance your technical skills and grow with our team.
- Own each customer case from initial creation to resolution, ensuring a seamless support experience and timely resolution of issues.
- Effectively collaborate with partners and customers regarding technical issues and customer service inquiries, either over the phone or in writing.
- Diagnose and resolve a wide range of network-related issues.
- Investigate and resolve diverse network issues using AI-powered tools to enhance troubleshooting and automate workflows.
- Work closely with Escalations, Engineering, Sales, Product, and other Cisco teams to resolve critical issues efficiently.
- Keep up with the latest features and technology advancements by completing instructor-led and self-paced training modules, ensuring up-to-date expertise in product offerings.
- Expand technical skillset by completing AI-focused training, leveraging new tools for more efficient problem-solving.
- Proactively available resources and follow leadership guidance to develop professionally within your role whilst aligning with business objectives.
- Available to work weekends as part of a rotational schedule.
Minimum Qualifications
- 0-2 years of experience supporting or troubleshooting LANs, VLANs, VPNs, devices, and DHCP servers.
- Foundational awareness of AI concepts and experience utilizing AI-powered tools or platforms in a technical support environment.
- Strong written and verbal English communication skills, combined with a desire to deliver strong customer service.
Preferred Qualifications
- Communicates and collaborates effectively with cross-functional teams and external partners, fostering strong working relationships within a supportive and inclusive environment.
- Excellent time management skills, demonstrating the ability to prioritize multiple tasks in time-sensitive situations, follow through on commitments, and maintain attention to detail.
- Interest in learning about and working with emerging AI technologies to enhance network support and automation.
- Working towards networking certifications such as CCNA, CCNP, CWNA, etc.
- Basic understanding and hands-on experience with core network technologies (e.g., firewalls, routing/switching, VLANs, VPNs, wireless, content filtering), including configuration and troubleshooting.
- Knowledge of networking protocols such as TCP, STP, ARP, Ethernet, OSPF, UDP, and RADIUS 802.1x. is a bonus.
