Cisco Support Analyst Service Delivery Experience 

India, Karnataka, Bengaluru 

796011793

Key Responsibilities

• Deliver prompt and considerate first-line responses to user-reported support cases, determining if the issue stems from training gaps, system defects, usability challenges, or a need for guidance through our extensive job aid library.
• Propose enhancements to the system based on case analysis to prevent future issues and elevate the overall user experience.
• Conduct thorough Root Cause Analysis to inform Product Management on experience improvements or increased business value.
• Ensure that our user base - comprising product managers, delivery managers, staffing teams, and CX engineers - operate with optimal productivity and success, fully leveraging the platform's capabilities.
• Manage support cases within Cisco HelpZone (ServiceNow) and Jira Cloud, meticulously documenting system defects.

Who You'll Work With

As part of the DigitalX Support team, you'll be working with senior product managers who are passionate about delivering world-class solutions for our Professional Services stakeholders. The Support Analyst will work closely with our IT partners, including Level 2 Support, Engineering Product Owners, and engineering, to help analyze defects and to scope and prioritize improvements and enhancements to the SDC product roadmap.

Minimum Qualifications

· 5 years of technical support experience

· 5 years of experience working on IT projects

· 2 years of experience on Salesforce systems

· Experience with Jira issue tracking software

Preferred Qualifications

· 5 years working in Salesforce Service Cloud

· 2 years working with Certinia PSA or PS Cloud

· 1 year experience with Oracle Projects

· 1 year experience with Salesforce Configure-Price-Quote (CPQ)

· 1 year experience with Tableau reporting