Job Description
We are seeking a Hightouch Engineer to work PST hours to work with designated mission-critical customers, such as service providers and financial services companies, driving collaboration and communications between the end customer and internal stakeholders, and ensuring they receive premium-level service. As the liaison between the customer and internal technical support, you will track everyone and everything that touches the service process, driving improvements and ensuring excellence at every phase. With significant exposure both internally and externally, you will have the opportunity to make a difference in this stimulating role.
The ideal candidate possesses superior project management and communications skills, and demonstrates the ability to diplomatically influence and effectively manage key relationships and challenging situations under pressure.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Typically requires a BS/BA degree or equivalent plus 3-5 years related customer support experience, project management experience or business experience.
Strong project management, influencing and negotiation, critical thinking and decision-making skills.
Ability to work as a team member in a cross-functional, matrix environment.
Excellent presentation and communication skills.
Strong understanding of Cisco's internal business functions; Understanding of Cisco's sales cycle; Understanding of Cisco product and solutions.
Knowledge of vertical market business trends and concepts.
Understanding of pertinent software applications used for reporting and researching.
Ability to type and to use PC/phone/pager for frequent communication.
Strong technical gap analysis skills and customer sat and customer service gap analysis skills-ability to apply knowledge and formulate customer recommendations.
Demonstrated ability to excel in the following areas:
1. Customer Service
2. Conflict Management
3. Analytical and Trend analysis
4. Communication/Presentation
5. Project Management
Nice to Have Skills & Experience
CCNA or equivalent networking knowledge highly desired
ITIL Foundation v3 certified
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.