Customer Care Manager
2 weeks ago
JOB DESCRIPTION
Customer Care Manager (English, Arabic)
- Cisco IoT Control Center
Location:
KSA
What You'll Do
As a Customer Care Manager, you will manage strategic relationships with our customers, be the first escalation point for any concern or urgent request, and work directly with cross-functional Cisco teams and managers to facilitate the best care to Cisco IoT Control Center customers and partners.
You will be able to get customer issues resolved with the help of a very skilled and highly technical support team.
This along with great communication skills will make you an effective advocate for the customer and generate a superior customer experience.
You should be proficient in English and Arabic to manage our customers who speak either English or Arabic.Roles and Responsibilities
- Provide "White Glove" (top tier) service to customers throughout their lifecycle, from onboarding through to Day 2 account management.
- Balance advocacy of customer needs with Cisco's business objectives
- Support and Service Level Agreement (SLA) performance Key Performance Indicator (KPIs) to the Service provider (SP)
- First escalation point for any concerns or urgent requests from the service provide or customer partner
- Serve as liaison between customer and internal development for all escalated productrelated issues, including product improvements, bug resolution, and overall product education.
- Document procedures, and processes and identify frequently asked questions
- Communicate and collaborate with crossfunctional teams to debug and analyze technical issues encountered
- Publish and distribute service bulletins and other notices as the need arises
- Must be willing to handle service incidents and coordinate the resolution with the help of an internal Subject Matter Expert group, even outside the regular work hours (as needed).
- Effective preparation of incident RCA and skillful delivery with SLA time
As part of the Customer Care Manager team, you will work independently, responding to customer questions and escalations and driving them to resolution without supervision
Who You Are
Minimum qualifications include:
- Fluency in English and Arabic language to be able to support English and Arabicspeaking customers and partners.
- BA or BS in Computer Science or related technical fields or equivalent experience
- Minimum of 6 years of experience in Customer care, technical support professional services, engineering, sustaining engineering, or systems engineering
- Cloud infrastructure and data center experience
- Experience with cloud and/or SaaS solutions, and cloud networking solutions.
- Support experience in a hightech environment providing remote B2B 24x7 missioncritical support and escalation handling to an international customer base
- Good understanding of public and private 5G networks, architecture (SA / NSA), protocols and call flows
- Fundamental knowledge of carrier network key nodes such as HSS, MME, PGW, SMSC, STP
- Fundamental knowledge of Internet of Things (IoT or M2M) verticals and evolving connected car call flow is desired
- Experience using case management and bug tracking tools such as Salesforce, Jira
- Ability to rapidly adapt to or develop expertise in new technologies.
- Excellent customer management, followthrough, resourcefulness, and attention to detail.
- Ability to take ownership of the customer relationship and consistently focus on customer success.
- A good understanding of project handling and interop test experience involving multiple technologies and nodes is desirable.
WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference.
We embrace digital and help our customers implement change in their digital businesses. Some may think we're "old" (30 years strong) and only about hardware, but we're also a software company. And a security company. An AI/Machine Learning 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, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart.
Because without diversity of thought and a commitment to equality for all, there is no moving forward.So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool.
U.S. employees have
access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disabili
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