<h5>*For this role, we request your presence in the office <u>two days</u> a week. This time together is designed to foster strong relationships and provide direct access to resources and collaborative support.</h5> <p> </p> <h2><strong>Meet the Team</strong></h2> <p>Cisco Meraki CX is made up of five collaborative teams — Customer Experience, Customer Success, Enterprise Support, Learning &amp; Development, and Project &amp; Program Management. Together we deliver 24/7 global customer support, striving to simplify technological processes for both our customers and peers. Our cross-functional organization is united by the shared mission of solving customer issues through seamless collaboration and delivering exceptional customer experiences.</p> <p>We pride ourselves in being an empathetic, solutions-driven team. Whether supporting customers or partnering across our organization, we aim to build strong relationships and create meaningful impact through thoughtful, people-focused customer service.</p> <h2><strong>Your Impact</strong></h2> <p>As a creative problem solver, you care deeply about what matters to our customers, partners, and colleagues. Using your advanced communication skills, you build meaningful customer relationships while responding quickly and efficiently to customers’ inquiries. You embrace changes that arise from data insights and proactively use feedback from leaders and peers to continuously enhance your technical skills and grow with our team.</p> <ul> <li>Own each customer case from initial creation to resolution, ensuring a seamless support experience and timely resolution of issues.</li> <li>Effectively collaborate with partners and customers regarding technical issues and customer service inquiries, primarily over the phone and in writing.</li> <li>Diagnose and resolve a wide range of complex network-related issues, including wireless, security, switching, IoT, and other product-related issues.</li> <li>Work closely with Escalations, Engineering, Sales, PM, and other Cisco teams to resolve critical issues efficiently.</li> <li>Read and analyze packet captures using Wireshark.</li> <li>Keep up with the latest features and technology advancements by completing instructor-led and self-paced training modules, ensuring up-to-date expertise in product offerings.</li> <li>Leverage acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.</li> <li>Understand and use Linux console commands to identify and resolve issues with devices and dashboard services.</li> <li>Proactively use available resources and follow leadership guidance to develop professionally within your role whilst aligning business objectives.</li> </ul> <h2><strong>Minimum Qualifications:</strong></h2> <ul> <li>Solid understanding of network technologies (including firewalls, content filtering, routing/switching, VLANs and wireless) and hands-on experience with configuring and troubleshooting these technologies in real-world environments.</li> <li>Thorough comprehension of fundamental networking protocols including TCP, STP, ARP, Ethernet, UDP, RADIUS 802.1x, OSPF, etc.</li> <li>2-5 years of experience in supporting or testing LANs, VLANs, WLANs, VPNs, NAT devices, and/or DHCP servers.</li> <li>2-5 years of experience in computer networking related problem solving, critical thinking, and troubleshooting.</li> <li>Demonstrated ability in troubleshooting WiFi networks.</li> </ul> <h2><strong>Preferred Qualifications:</strong></h2> <ul> <li>Experience acting as a primary point of contact in customer escalations.</li> <li>Proficiency in both written and verbal English communication, with the ability to convey complex technical concepts clearly and concisely.</li> <li>Capable of effectively communicating with internal and external partners, fostering strong working relationships and collaboration.</li> <li>Outstanding customer service skills, with a focus on understanding and addressing customer needs promptly and effectively.</li> <li>Excellent time management skills, demonstrating the ability to prioritize multiple tasks, follow through on commitments, and maintain attention to detail.</li> <li>Collaborates within cross-functional teams, fostering a supportive and inclusive environment.</li> <li>Able to provide constructive feedback to peers when needed.</li> <li>Networking certifications: CCNP, CWNA, etc.</li> </ul> <h2><strong>Why Cisco?</strong></h2> <p>At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Simply put – we power the future.</p> <p>Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.</p> <p>We are Cisco, and our power starts with you.</p> <p> </p> <p> </p> <p> </p><div><p><strong>Message to applicants applying to work in the U.S. and/or Canada:</strong> <br />When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidates hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.</p> <p>U.S. employees have <a href="https://www.cisco.com/c/en/us/about/careers/we-are-cisco/benefits-and-perks.html">access</a> to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.</p> <p>Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter.  Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.</p> <p>Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:</p> <p>.75% of incentive target for each 1% of revenue attainment up to 50% of quota;</p> <p>1.5% of incentive target for each 1% of attainment between 50% and 75%;</p> <p>1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.</p> <p>For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.  </p></div>