Licensing Specialist - Customer Support

Job Description

Please note this posting is to advertise potential job opportunities. This exact role may not be open today, but could open in the near future. When you apply, a Cisco representative may contact you directly if a relevant position opens.

Who You'll Work With

The Global Licensing Operations team is responsible for guiding our customers and partners through their licensing needs and solving the issues they might encounter while acquiring and/or leading their licenses. We are looking for Licensing specialists to join the team and participate in the transformation of Cisco's licensing portfolio.

What You will Do

You will be providing licensing technical support for Cisco internals, partners and/or customers worldwide. This is a customer facing position reporting to the Regional Service Delivery managers.

You will develop an in-depth knowledge of the Line of Business supported while providing tactical support for customer concerns and owning critical issues. On some occasions you will be the last point of escalation to resolve customers’ more sophisticated issues.

You will interact regularly with global counterparts to share new acquired knowledge, address ongoing challenges and provide solutions to issues.

Furthermore, as a licensing specialist, you will find opportunities to streamline and improve customer experience, always exploring ways to evolve our Service Delivery. This will also include partnering with Strategy and Readiness on new services introduction and service validation and working with the training design team on training development.

Who You Are

• Superb communication skills
• Builds strong team relationships with other Licensing specialists, Sales team members, product management team members and other organizations within CX and Cisco.
• Solid focus on the customer experience and driving a positive customer outcome.
• Accountable for swiftly engaging and addressing customer needs and critical issues on escalated cases. Leads with a sense of urgency.
• Optimally solves problems independently or as part of a team, depending on the nature of the incident.
• Handles customer expectations and always aims to leave the customers feeling valued and overall positive about Cisco.
• Technical skilled around Cisco's licensing models and products
• Ability to quickly learn and implement new concepts and provide constructive feedback.
• Continuous improvement demeanor & ability to strategically contribute to innovation and improvement opportunities.
• Ability and willingness to share knowledge with peers and other teams.

Deliverables :

• Deliver licensing support to partners and/or customers
• Take ownership of resolving moderate to highly/critical sophisticated problems, depending on the customers' needs; often times being the last level of escalation
• Share their knowledge with peers and others in the organization
• Escalate issues/problems to the responsible parties for product/process enhancement
• Work closely with their colleagues and other teams to achieve common goals
• Strive to technical excellence and expertise

Preferred Qualifications

• BA / BS degree or equivalent
• Verbal and written English proficiency
• 2+ Years Experience interacting with customers and partners
• Eager learner who is passionate with developing in-depth knowledge not just of the line of business supported, but a desire to expand that knowledge across other services supported in the organization
• Ability to understand and drive alignment to associated business teams, strategy, and key initiatives
• Proactively identify and respond to customer needs and escalations, while continuing to meet performance goals
• Proven track record on both leading and participating in collaborative work efforts, across theatre and work function, to deliver effective outcomes

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!