Senior Customer Support Analyst (Fixed-Term)

About the role

We are seeking a Customer Support Analyst to help customers adopt and maximize the value of Cisco IQ. The role combines support, onboarding, and platform adoption to ensure a seamless experience.

Key responsibilities

• Support customers throughout Cisco IQ onboarding, activation, and adoption journey.
• Conduct proactive outreach via calls, emails, webinars, and virtual meetings.
• Deliver onboarding sessions, product demonstrations, and customer reviews.
• Respond to inquiries and troubleshoot onboarding or platform issues.
• Collaborate with cross‑functional teams to resolve concerns and ensure timely issue resolution.
• Track onboarding progress, engagement activities, and adoption metrics.
• Capture feedback and maintain accurate records in CRM systems.

Required profile

• 2‑4 years experience in customer support, technical support, customer operations, account management or similar customer‑facing roles.
• Experience with outbound customer outreach and engagement.
• Strong communication, presentation, and problem‑solving skills.
• Basic understanding of SaaS platforms and networking concepts.
• Ability to manage multiple priorities in a fast‑paced environment.

Required skills

• Experience with CRM tools and customer management platforms.
• Familiarity with Cisco technologies such as Meraki, Webex, Intersight, SD‑WAN.
• Basic knowledge of networking concepts.