Support Analyst

Analyst

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. Work location is US – hybrid/remote, preferred work location is Farmington, MI. Support hours are EST and PST time zones.

Scope of work includes:

• Driving customer onboarding and adoption on Cisco IQ platform, supporting customers through setup, telemetry enablement, and platform activation.
• Engaging customers via phone, email, and webinars to provide guidance, resolve queries, and promote platform adoption.
• Capturing customer feedback, maintaining engagement records, and collaborating with cross functional teams to improve customer outcomes.
• Preparing reports and tracking 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.
• Ability to coordinate across cross-functional teams.
• Strong organizational and follow-up skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Technical aptitude to understand platform workflows and customer requirements (deep technical expertise not required).