- Must be authorized to work in the locations posted. The position does not provide sponsorship.
Who We Are
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Simply put – we power the future.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.
About The Role
Cisco Support is looking for a passionately caring, gritty, customer focused problem solver to join our Operations Team as a Support Operations Specialist. This team focuses on handling non-technical 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 Dashboard as well as our in-house tools and CRM. It will also require you to work with many teams within Cisco, including but not limited to, Engineering, Product Management, Sales, and Operations - providing opportunities for career growth in a fun, challenging, and fast-paced environment.
What You Will Do
- Effectively communicate with third parties such as partners and customers regarding non-technical 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 technical 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, and Operations teams to resolve customers' cases. This includes cases that have been brought up 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.
Minimum Qualifications
- Exposure in a customer support or customer service role, ideally in a fast-paced environment.
- Exposure in supporting operational workflows, licensing, order processing, or CRM-related tasks.
- Technically savvy, with the ability to quickly learn new products, internal tools, and systems (e.g., CRM platforms like Salesforce or Zendesk).
- Exposure in working cross-functionally with teams like Sales, Product, or Engineering is advantageous.
- Account management and follow-through skills; able to own cases from creation to resolution.
Preferred Qualifications
- Prior experience with cloud networking, SaaS platforms, or enterprise IT environments is a plus.
- Networking or customer service certifications (e.g., CCNA, ITIL, CompTIA A+, or Meraki CMNA) are a plus.
- Exceptional interpersonal and relationship-building skills; able to develop strong collaboration with internal teams.
- High attention to detail, with a focus on accuracy in communication and task execution.
- Demonstrates grit, accountability, and a growth mindset.
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, inspire 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.
Message to applicants applying to work in the U.S. and/or Canada:
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada 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. or Canada 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 (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Off policy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.
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 typically pays as follows:
- 75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment 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.
