Customer Experience Operations Lead
hace 4 días
About the Role
This position is based in Madrid and requires on-site presence 5 days a week. The selected candidate will work with Spanish public sector clients, potentially undergoing an extensive background check process.
Key Responsibilities
- Lead delivery of expert care services, providing reactive support to customers and building relationships with operational teams.
- Coordinate all areas of Cisco to resolve customer incidents efficiently, maximizing availability.
- Act as a point of escalation for customers, keeping them updated throughout the incident lifecycle and assisting with post-resolution analysis.
- Coordinate other Expert Care resources to maximize availability and increase customer operational efficiency.
- Lead the operational section of the Quarterly Business Review (QBR), building trust and articulating value.
About the Team
You will be part of a team that provides incident support to Spanish security services. Your role will involve implementing new incident support services and creating long-lasting relationships between Cisco and the team you work with.
Requirements
- Bachelor's degree + 7 years of relevant experience or Master's degree + 4 years of relevant experience.
- Advanced customer support process skills, with a solid understanding of processes, procedures, and systems used in the job.
- Technical background in Cisco technologies or networking in general.
- English & Spanish language proficiency.
Why Choose This Opportunity?
Cisco Systems, Inc. offers a dynamic work environment where you can develop innovative technology and power a more inclusive, digital future for everyone. With a strong focus on teamwork and collaboration, we strive to make a positive impact on society.
Estimated Salary: €60,000 - €80,000 per annum, depending on experience and qualifications.
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