Support Operations Specialist

Support Operations Specialist

Meraki Support is looking for a passionately caring, gritty, customer-oriented problem solver to join our Operations Team as a Support Operations Specialist. This team focuses on handling  non-networking Support Cases and is responsible for providing quality support for our growing customer base.

This customer-facing role exposes you to a variety of complex problems that require deep and detailed investigation and problem solving involved in the Cisco Meraki Dashboard as well as our in house tools and CRM. It will also require you to work with many teams within Meraki, providing opportunities for career growth in a fun, challenging, and fast-paced environment.

Responsibilities

• Effectively communicate with third parties such as partners and customers regarding  non-networking issues and customer service inquiries, both orally and in writing.
• Educate and assist customers and partners with (but not limited to): licensing, orders, processes, policies, and other admin-only tasks.
• Own each customer case from initial creation to resolution.
• Collaborate with the Network Support team to address any case that escapes your area of expertise. 
• Work with the leadership team to improve processes.
• Work with the Support, Product, Sales, Engineering and Operations teams to resolve customers' cases. This includes cases that have been escalated for higher visibility..
• Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.
• Stay up to date on Meraki features and technology by attending lunch and learns, participating in engineering and product team communication, and keeping up with enterprise and cloud networking trends.

• Work daily towards established professional development goals

Qualifications

• Takes pride in doing excellent work, and can both teach and learn from those around them.
• Outstanding English language written and verbal communication skills and comprehension with the ability to clearly and concisely articulate matters to third parties.
• Attention to detail.
• Technically savvy and able to quickly pick up on new products and internal tools.
• Outstanding customer service skills.
• Excellent account management and follow-through skills.
• Ability to multitask and work under pressure.
• Previous experience in customer support or a desire to be a part of a support organization.

Shift Times

• 1x CST/EST

**Must be authorized to work in the U.S. as position does not provide sponsorship

Why Cisco Meraki:

At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, inspire innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

Cisco Covid-19 Vaccination Policy
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.