What You'll Do

As a Productivity Applications Technical Advisor, you’ll be a friendly voice, providing world-class troubleshooting and technical support. You’ll continue to keep your skills sharp by learning about the ever-changing world of third-party enterprise tools and Microsoft 365 applications, supervise trending issues and creatively work to tackle these issues to keep Cisco employees online and productive.

Main responsibilities include the following:

• Engage global Cisco employees via chat and phone to support a variety of third-party applications and tools, such as:
• Advising on the Cisco standards for different third-party enterprise tools and Microsoft 365 applications
• Installation, troubleshooting and use of any of these various applications
• Assistance with migrating from non-standard tools to Cisco standard applications
• License provisioning and access issues

Additionally, you will:

• Thoroughly document the support engagement
• Monitor and report trending issues
• Be an advocate for the Cisco standard application's ecosystem, sharing tips and tricks
• Stay up to date with changes in the Cisco standards and upgrades of the applications through internal training opportunities, supervising technical publications and industry trends
• Collaborate with the Knowledge Management team to improve support content
• Connect with engineering teams to collaborate and find solutions
• In addition to these core responsibilities, successful candidates will participate in Escalation Desk and/or our Change Management program after 6 to 12 months in role. These additional responsibilities can include:
• Provide weekend on-call for Escalations/Operations (one weekend a month on average)
• Active participation in escalations, presentations, readouts and meetings during the workday while delivering consistent results in role
• Flexibility, adaptability, and urgency to manage multiple urgent requests with priority

Who You'll Work With

You will work directly with your team of Productivity Applications Technical Advisors, while also working in tandem with Cisco’s Engineering and Knowledge Management teams as well as fellow Help@Cisco and Productivity Applications Advisors across the globe.

Who You Are

You’re a creative problem solver. You are forever curious, always thinking about how things work. You have excellent verbal and written communication skills and easily explain technical ideas or troubleshooting steps with patience and care. You have a passion for helping others, which shows in your care and handling of users seeking support.

Minimum requirements include:

• Two years of professional technical troubleshooting expertise
• Experience in customer service or technical troubleshooting via phone and chat
• Ability to work independently, multitask and prioritize tasks
• Ability to convey technical ideas and troubleshooting information to a nontechnical audience
• Experience in the use, set up and troubleshooting of third-party applications in a business environment
• Experience with enterprise applications such as Microsoft 365, Miro, Figma, Trello, Lucid chart, Asana, etc.
• Technical proficiency, with a highly developed ability to acquire new technical skills and apply these new skills to your support role.
• Excellent (English) oral and written communication skills.
• Flexible to work from the local Cisco offices on day, evening, or night shifts, as scheduled.
• Flexible to work in a hybrid work setting, as scheduled. To work remotely, this location must meet privacy, networking and connectivity requirements needed to perform your role.

Preferred requirements include:

• Four years of professional technical troubleshooting expertise
• Sophisticated experience troubleshooting macOS, Windows, Linux as well as iOS and Android operating systems.

#WeAreCisco

#WeAreCisco where every individual brings their unique skills and perspectives together to pursue our purpose of powering an inclusive future for all.

Our passion is connection—we celebrate our employees’ diverse set of backgrounds and focus on unlocking potential. Cisconians often experience one company, many careers where learning and development are encouraged and supported at every stage. Our technology, tools, and culture pioneered hybrid work trends, allowing all to not only give their best, but be their best.

We understand our outstanding opportunity to bring communities together and at the heart of that is our people. One-third of Cisconians collaborate in our 30 employee resource organizations, called Inclusive Communities, to connect, foster belonging, learn to be informed allies, and make a difference. Dedicated paid time off to volunteer—80 hours each year—allows us to give back to causes we are passionate about, and nearly 86% do!

Our purpose, driven by our people, is what makes us the worldwide leader in technology that powers the internet. Helping our customers reimagine their applications, secure their enterprise, transform their infrastructure, and meet their sustainability goals is what we do best. We ensure that every step we take is a step towards a more inclusive future for all. Take your next step and be you, with us!

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.