Senior Support Analyst

eTeam Inc.

Farmington, MI

JOB DETAILS
SALARY
$18–$20 Per Hour
SKILLS
Analysis Skills, Bookkeeping, Cisco Network Systems, Communication Skills, Cross-Functional, Customer Acquisition, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Support/Service, Customer/Client Research, Customer/Consumer Behavior, Data Analysis, English Language, Follow Through, Identify Issues, Identity Data Management, Metrics, Microsoft Excel, Microsoft Office, Microsoft PowerPoint, Multitasking, Onboarding, Organizational Skills, People Management, Portuguese Language, Presentation/Verbal Skills, Problem Solving Skills, Record Keeping, Reporting Dashboards, Reporting Skills, Sales Management, Spanish Language, Team Lead/Manager, Team Player, Telemetry, WebEx, Webinar, Wide Area Network (WAN), Writing Skills
LOCATION
Farmington, MI
POSTED
2 days ago
Purpose of the role: The role serves as the bridge between Cisco and the customer during the early stages of the customer lifecycle, ensuring customers achieve value from Cisco IQ quickly while minimizing onboarding issues and adoption barriers. Designation: Senior Analyst Primary Language: English Secondary Language: Spanish / Portuguese (Not a must-have requirement) Work Location: US Hybrid / Remote, Preferred work location: Farmington, MI Support Hours: EST and PST time zones Scope of Work: " Drive onboarding and adoption of Cisco IQ, supporting customers through setup, telemetry enablement, and platform activation. " Engage customers via phone, email, and webinars to provide guidance, resolve queries, and promote platform adoption. " Capture customer feedback, maintain engagement records, and collaborate with cross functional teams to improve customer outcomes. " Prepare reports and track onboarding progress, customer interactions, and adoption metrics. Should Have: " 2-4 Years of professional experience in customer service " Experience in customer onboarding, account management, platform operations, service desk functions, or customer support environments. " Hands-on experience with user provisioning, identity and access management (IAM), or related account administration tools. " Good understanding of user lifecycle management, including onboarding, access modification, and offboarding processes. " Strong verbal and written communication skills, with the ability to effectively present information to customers and stakeholders. " Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, and reporting/dashboard tools. " Strong analytical and problem-solving capabilities " Customer-facing experience with a customer-centric approach " Proficiency in CRM tools and customer management platforms " Basic understanding of technology and networking concepts " Ability to coordinate across cross-functional teams " Strong organizational and follow-up skills Job Description " Ability to manage multiple priorities in a fast-paced environment " Technical aptitude to understand platform workflows and customer requirements (deep technical expertise not required) Good to have: " Familiarity with platforms such as Cisco Meraki, Webex, Intersight, SD-WAN, or comparable enterprise technology solutions. " Experience in reporting, tracking, and data analysis " Hands-on experience with user provisioning, identity and access management (IAM), or related account administration tools. " Proficiency in CRM tools and customer management platforms Behavioral competencies: " Ownership mindset (takes accountability for tracking and follow-ups) " Proactive problem identification and escalation " Ability to work collaboratively across cross-functional teams while managing multiple priorities in a fast-paced environment.

About the Company

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eTeam Inc.

Looking for a great job? Join eTeam. We’re looking for talented staffing professionals to join our staff. We also provide contract assignments and full-time jobs at Fortune 2000 Companies. We’ve been named one of the best companies to work for by Staffing Industry Analysts and New Jersey Business.
COMPANY SIZE
100 to 499 employees
INDUSTRY
Other/Not Classified
FOUNDED
1998
WEBSITE
www.eteaminc.com