Senior Customer Support Analyst – German

About the role

We are looking for a Senior Customer Support Analyst to help customers adopt and maximize the value of Cisco IQ. The role blends customer support, onboarding, and platform‑adoption activities to ensure a seamless experience.

Key responsibilities

• Guide customers through Cisco IQ onboarding, platform activation and adoption, using calls, emails, webinars and virtual meetings.
• Deliver onboarding sessions, product demos and customer reviews, and troubleshoot platform‑related issues.
• Collaborate with cross‑functional teams to resolve concerns and track progress, engagement and adoption metrics.
• Maintain accurate records in CRM and customer‑management systems, capturing feedback and ensuring timely follow‑up.

Required profile

• 2‑4 years of experience in customer support, technical support, account management or similar customer‑facing roles.
• Strong communication, presentation and problem‑solving skills, with a customer‑service mindset.
• Fluent English; German proficiency highly preferred.
• Ability to manage multiple priorities in a fast‑paced environment.

Required skills

• Experience with Cisco IQ and other Cisco technologies (Meraki, Webex, Intersight, SD‑WAN).
• Proficiency with CRM tools and customer‑management platforms.
• Basic understanding of SaaS platforms, networking concepts and related technologies.