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.