Meraki Support is looking for a passionately caring, gritty, customer-oriented problem solver to join our Operations Team as a Support Operations Specialist. This team focuses on handling non-networking Support Cases and is responsible for providing quality support for our growing customer base.

This customer-facing role exposes you to a variety of complex problems that require deep and detailed investigation and problem solving involved in the Cisco Meraki Dashboard as well as our in house tools and CRM. It will also require you to work with many teams within Meraki, providing opportunities for career growth in a fun, challenging, and fast-paced environment.

Responsibilities

Effectively communicate with third parties such as partners and customers regarding non-networking issues and customer service inquiries, both orally and in writing.

Educate and assist customers and partners with (but not limited to): licensing, orders, processes, policies, and other admin-only tasks.

Own each customer case from initial creation to resolution.

Collaborate with the Network Support team to address any case that escapes your area of expertise.

Work with the leadership team to improve processes.

Work with the Support, Product, Sales, Engineering and Operations teams to resolve customers' cases. This includes cases that have been escalated for higher visibility..

Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.

Stay up to date on Meraki features and technology by attending lunch and learns, participating in engineering and product team communication, and keeping up with enterprise and cloud networking trends.

Work daily towards established professional development goals

Qualifications

Takes pride in doing excellent work, and can both teach and learn from those around them.

Outstanding English language written and verbal communication skills and comprehension with the ability to clearly and concisely articulate matters to third parties.

Attention to detail.

Technically savvy and able to quickly pick up on new products and internal tools.

Outstanding customer service skills.

Excellent account management and follow-through skills.

Ability to multitask and work under pressure.

Previous experience in customer support or a desire to be a part of a support organization.

Shift Times

1x CST/EST

• Must be authorized to work in the U.S. as position does not provide sponsorship

Why Cisco Meraki:

We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays and learns. We are encouraging leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars! We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.

At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, encourage innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.

Compensation Range:

$51,900—$84,500 USD

Message to applicants applying to work in the U.S.:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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