As a Licensing Specialist, you will be aligned with specific product portfolios (e.g., Collaboration Technical Support Advisor). Our goal is to deliver consistently exceptional licensing support experiences by being the customer’s trusted advisor and advocate. You will help demystify licensing complexity for the customer, providing quick, comprehensive, and streamlined support. In the spirit of continuous improvement, as a Licensing Specialist you will help identify operational inefficiencies, uncover support gaps, and collaborate with Cisco to drive improvement efforts.

Responsibilities:

• Customer Interaction: Handle customer licensing requests submitted via phone, Support Case Manager (SCM), and chat.
• Troubleshooting: Perform troubleshooting to fully understand customer issues and implement necessary entitlement checks to proceed with license requests.
• Resource Utilization: Leverage internal resources and tools to find and deliver solutions.
• Team Collaboration: Collaborate with internal Cisco teams to achieve satisfactory and timely resolution of customer issues.
• Communication: Effectively communicate resolutions to customers and monitor/close cases.
• Ownership: Maintain end-to-end ownership of resolving customer licensing support requests.
• Process Adherence: Follow established processes for effective management of support incidents.
• Documentation: Help maintain internal resources and knowledge bases by documenting findings and suggesting improvements.
• Project Participation: Participate in internal projects and continuous improvement initiatives.

Requirements:

• Customer Focus: Strong customer-first mindset with a high sense of ownership and accountability.
• Analytical Skills: Strong troubleshooting and analytical thinking skills to identify and resolve problems.
• Communication: Ability to ask clarifying questions to fully diagnose and understand customer requests and effectively communicate solutions.
• Resourcefulness: Ability to research available resources and work instructions to find resolutions.
• Decision-Making: Ability to analyze criteria, find solutions, and make recommendations.
• Coordination: Proactively coordinate with multiple support groups within Cisco to resolve customer issues.
• Positive Attitude: Positive “can-do” attitude with a passion for satisfying customer needs at first contact.
• Learning: Passion to learn, discover, and share findings.
• Soft Skills: Strong customer service focus with skills in active listening/reading, empathy, and clear communication.
• Team Spirit: Confident, resilient, and committed with a highly developed team spirit.
• Adaptability: Enjoy the challenges and opportunities presented by new technologies.
• Self-Improvement: Ability to quickly learn and implement new concepts and terms, and to conduct self-study for unknown issues.
• Judgment: Ability to use clear and good judgment in resolving issues.
• Complex Issue Management: Ability to manage complicated requests and handle irate users effectively.
• Ongoing Development: Desire for ongoing skills development.
• Planning and Organization: Excellent planning and organization skills.
• Basic Computer Skills: Including web navigation, searching, and researching on behalf of a caller.

Salary of the position : 1.000 - 1.100 Gross