Support Analyst

Purpose of the role

The role serves as the bridge between Cisco and the customer during the early stages of the customer lifecycle, ensuring customers achieve value from Cisco IQ quickly while minimizing onboarding issues and adoption barriers.

Designation

Analyst

Primary Language

English

Secondary Language

Spanish / Portuguese (Not a must-have requirement)

Work Location

US – Hybrid / Remote, Preferred work location: Farmington, MI

Support Hours

EST and PST time zones

Scope of Work

• Drive customer onboarding and adoption on Cisco IQ platform, supporting customers through setup, telemetry enablement, and platform activation.
• Engage customers via phone, email, and webinars to provide guidance, resolve queries, and promote platform adoption.
• Capture customer feedback, maintain engagement records, and collaborate with cross functional teams to improve customer outcomes.
• Prepare reports and track onboarding progress, customer interactions, and adoption metrics.

Should Have

• 1-2 Years of professional experience in customer service
• Experience in customer onboarding, account management, platform operations, service desk functions, or customer support environments.
• Good understanding of user lifecycle management, including onboarding, access modification, and offboarding processes.
• Strong verbal and written communication skills, with the ability to effectively present information to customers and stakeholders.
• Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, and reporting/dashboard tools.
• Strong analytical and problem-solving capabilities
• Customer-facing experience with a customer-centric approach
• Basic understanding of technology and networking concepts
• Able to coordinate across cross-functional teams
• Strong organizational and follow-up skills
• Able to manage multiple priorities in a fast-paced environment
• Technical aptitude to understand platform workflows and customer requirements (deep technical expertise not required)

Good to have

• Familiarity with platforms such as Cisco Meraki, Webex, Intersight, SD-WAN, or comparable enterprise technology solutions.
• Experience in reporting, tracking, and data analysis
• Hands-on experience with user provisioning, identity and access management (IAM), or related account administration tools.
• Proficiency in CRM tools and customer management platforms

Behavioral competencies

• Ownership mindset (takes accountability for tracking and follow-ups)
• Proactive problem identification and escalation
• Ability to work collaboratively across cross-functional teams while managing multiple priorities in a fast-paced environment.