Technical Support Analyst

Name of the role: Customer Onboarding and Platform Support Analyst
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: 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 customer onboarding and adoption on Cisco IQ platform, 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 crossfunctional 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.
• 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 
• Basic understanding of technology and networking concepts 
• Ability to coordinate across cross-functional teams 
• Strong organizational and follow-up skills 
• Ability to manage multiple priorities in a fast-paced environment 
• Technical aptitude to understand platform workflows and customer requirements (deep 
technical expertise not required)
Job Description
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