Customer Support Specialist

Job Title: Customer Onboarding & Platform Support Senior Analyst Location: Farmington, MI (Hybrid/Remote Preferred) Experience: 2–4 Years Shift: EST & PST Support Hours Candidates must be authorized to work in the United States without current or future employer sponsorship. Client looking for: Tech Support- Troubleshooting -- Windows -- MS office tools --- Customer onboarding --- Service desk functions Job Description We are seeking a Customer Onboarding & Platform Support Senior Analyst to support customers during the early stages of their lifecycle with Cisco IQ. This role is responsible for ensuring a seamless onboarding experience, driving platform adoption, and helping customers achieve value quickly while minimizing onboarding challenges. The ideal candidate will have experience in customer onboarding, customer support, account management, or service desk environments, along with strong communication, analytical, and customer engagement skills. Exposure to IAM, CRM platforms, Microsoft Office, and enterprise technology solutions is highly preferred. Key Responsibilities Guide customers through Cisco IQ onboarding, platform activation, telemetry enablement, and adoption. Engage customers via phone, email, and virtual meetings/webinars. Resolve customer inquiries and provide timely support throughout the onboarding lifecycle. Manage user onboarding, account provisioning, access modifications, and offboarding activities. Maintain customer engagement records and update CRM systems. Prepare onboarding reports, adoption metrics, dashboards, and customer interaction summaries. Collaborate with cross-functional teams to improve customer experience and operational efficiency. Gather customer feedback and recommend process improvements. Support multiple customer engagements while maintaining high service quality. Assist customers in understanding platform workflows and basic networking concepts. Required Qualifications 2–4 years of experience in Customer Support, Customer Success, Customer Onboarding, Service Desk, or Account Management. Experience with customer onboarding and platform adoption. Knowledge of User Provisioning and Identity & Access Management (IAM). Understanding of user lifecycle management (Onboarding, Access Changes, Offboarding). Experience with CRM platforms. Excellent verbal and written communication skills. Strong analytical, organizational, and problem-solving abilities. Customer-centric mindset. Ability to manage multiple priorities in a fast-paced environment. Basic understanding of networking and enterprise technology platforms. Preferred Qualifications Experience with Cisco IQ, Cisco Meraki, Webex, Intersight, SD-WAN, or similar enterprise platforms. Experience with reporting, dashboards, and data analysis. Exposure to customer management platforms and enterprise SaaS solutions. #J-18808-Ljbffr