For an external company, as a part of developing it’s long – lasting partnership with Cisco Systems we are currently looking for English speaking independent Contractor to join After Hours High Touch Operations Management service.

Your responsibilities:
– Acts as a single point of contact for escalation and operational concerns for assigned customers for After Hours
– Provides reporting on the open service requests and RMAs.
– Identifies and works proactively on issues to improve customer satisfaction.
Takes part in Quarterly Business Review meetings and provides trending and gap analysis.

Our requirements:
– Very good command of English.
– Demonstrated drive for continuous learning, results-orientation and teamwork.
– Professional & concise communication (written & verbal).
– Performs well under pressure and in disruptive environments where priorities can change in response to customer demand.
– Executive level communications, tailored to unique situations.
– Proven ability to work cross-functionally and cross-corporations.
– Possess 3+ years-prior incident management experience
– Excellent working relationships with other customer service organizations within Cisco and with appropriate business units.
– Ability to formulate and deliver presentations.
– Previous experience as one of the following: incident manager, after hours incident manager, major incident manager.
– Previous experience in processes management, service desk, customer service experience, IT call centre experience.
– Ability to work shifts – day shifts, night shifts, both 8 &12 hours

Optional:
– Certifications: ITIL Intermediate would be an asset.
 
What we offer:
– B2B Contract on special rules (PTO, trainings & benefits not elsewhere seen with B2B contract).
– Competitive salary (depending on the experience).
– Possibility of remote work after the training period.