18 days old

Designated Service Manager

Cisco Systems Inc.
Carolina Shores, NC 28467


The Team
Join this exciting, global team providing high value support of Commercial and Enterprise-level Cloud and On-Prem Services. Here, you will be working with new technologies in a fast-paced environment. In this critical customer facing role, you will provide proactive support for voice, video and data conferencing solutions including Webex Meetings, Webex Teams, Webex Calling, and Jabber, as well as Unified Communications technology.

Role & Responsibilities
The Designated Service Manager (DSM) is the Technical Expert for High Value Services (SW Premium Support) that provides technical onboarding, technical adoption, incident management, change management, escalation management, and business reviews for customers. The DSM also provides proactive support associated with integrating the Application Software into the Customers IT environment, and ongoing guidance to Customers help desk personnel in providing internal support. This is a customer and account team facing role that requires strong active listening, consultative, troubleshooting skills, and the ability to communicate and present at multiple levels within an organization.

Minimum Qualifications

BS Information Technology, Computer Science or equivalent

Excellent communication skills (written and verbal); ability to communicate with different stakeholders at multiple levels within an organization (end users, IT Administrators, Executives, etc.)

Excellent consultative and customer service skills

Creative, self-motivated, and self-directed

Ability to understand and articulate technical information in a simple and concise manner

Strong knowledge of Telephony technologies

Technical support and/or implementation experience with Webex or equivalent voice / data / conferencing services, Jabber, and Webex Teams

Technical support and/or implementation experience with Cisco Unified Communications portfolio, including Contact Center

Strong organizational skills and follow through

Escalation and Incident management experience

Ability and willingness to work flexible hours, as required

3 to 5 years experience in Customer Technical Support related position

Preferred Skills

CCNA / CCNA for Collaboration

iTIL Foundational


Posted: 2020-11-13 Expires: 2020-12-13

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Designated Service Manager

Cisco Systems Inc.
Carolina Shores, NC 28467

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