High Touch Operations Analyst - New Graduate - Egypt - March 2020

Cisco - Cairo

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Experience Needed:
Less than 1 year
Career Level:
Entry Level
Job Type:
Full Time
Salary:
Confidential
Languages:
Arabic, English
Vacancies:
1 open position
About the Job

What You’ll Do

  • Support delivery of High Touch Technical Care program to major accounts
  • Regularly interact with Cisco's customer and internal teams in a coordinated fashion to ensure problem resolution
  • Maintain a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, Webex, video conferencing and other collaboration
  • Co-ordinate root cause analysis upon customers request
  • Write and/or enforce processes and procedures for customized support services.
  • Act as "business driver" to improve the customer's and Cisco's internal operations.
  • Identify, build and maintain relationships with customer's operational teams, and their management.
  • Co-ordinate technical support to properly manage operational issues and customer needs, and ensure service delivery meets customer expectations.
  • Represent the customer needs to Cisco post-sales support teams and applicable organizations.
  • Take part in weekly conference calls to provide status reports to customer.
  • Take part in creating and presenting quarterly business review reports to customers with analysis of customer’s operational incidents and support needs.

Who You’ll Work With

  • Our best-in-class Customer Experience team combines knowledge of customer's network and processes with deep subject matter expertise and tenured experience to deliver unparalleled network support services. Here, you’ll be maintaining a good relationship with the customer during the course of the problem resolution process

Programme structure:

  • First 6 months: full-time training & shadowing in Krakow (Poland). Cisco will support you with the relocation to Poland and with obtaining a Visa/Work Permit when applicable. If you have no work experience this will act as your transition from university campus to work life.
  • After 6 months: join local team in Cairo, supported by ongoing mentorship and guidance to accelerate your continuous development.
  • Shape solutions of real world challenges, closely mentored and integrated into our diverse team.

Program Start Date: March 2020

Location: Krakow, Poland for the first 6 months and then, Egypt

Cisco seeks a High Touch Operations Analyst to work with designated mission-critical customers in Africa, such as Large Enterprise Companies, ensuring they receive premium-level service. As the liaison between the customer and Cisco Support Services, you will track everyone and everything that touches the service process, driving improvements and ensuring excellence at every phase. With significant exposure both internally and externally, you will have the opportunity to make a difference in this stimulating role.

Job Requirements

Who You Are

  • You are graduating in 2019 (or earlier – up to 2018 graduation date) with either Bachelor’s or Master’s degree in Engineering, Computer Science or any other related field;
  • Very strong communication, interpersonal and problem-solving skills
  • Solid understanding of business process and requirements in a support environment

Desired Skills:

  • Ability to work as a team member in a cross-functional matrix environment.
  • Excellent presentation and communication skills (verbal & written)
  • Report writing skills
  • Influencing and negotiation skills.
  • Strong critical thinking and decision-making skills
  • Ability to apply knowledge and formulate customer recommendations.
  • Ability and propensity to regularly learn and apply new skills in the networking environment
  • Project management (ex. CAPM, PMP, PRINCE2) and/or ITIL certification is a great plus
About this Company

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