Support Operations Specialist at Cisco Meraki

| San Francisco, CA | Remote
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Meraki Support is looking for a passionately caring, gritty, customer-oriented problem solver to join our Operations Team as a Support Operations Specialist. This team focuses on handling  non-networking 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 Meraki Dashboard as well as our in house tools and CRM. It will also require you to work with many teams within Meraki, providing opportunities for career growth in a fun, challenging, and fast-paced environment.

Responsibilities

  • Effectively communicate with third parties such as partners and customers regarding  non-networking 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 Network 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, Engineering and Operations teams to resolve customers' cases. This includes cases that have been escalated 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

Qualifications

  • Takes pride in doing excellent work, and can both teach and learn from those around them.
  • Outstanding English language written and verbal communication skills and comprehension with the ability to clearly and concisely articulate matters to third parties.
  • Attention to detail.
  • Technically savvy and able to quickly pick up on new products and internal tools.
  • Outstanding customer service skills.
  • Excellent account management and follow-through skills.
  • Ability to multitask and work under pressure.
  • Previous experience in customer support or a desire to be a part of a support organization.

Shift Times

  • 1x PST/MST

**Must be authorized to work in the U.S. Position does not provide sponsorship

Why Cisco Meraki

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren’t afraid to change the way the world works, lives, plays and learns. We are inspiring leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.

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.

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.

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Technology we use

  • Engineering
    • C++Languages
    • JavascriptLanguages
    • ScalaLanguages
    • SwiftLanguages
    • ReactLibraries
    • Backbone.jsFrameworks

An Insider's view of Cisco Meraki

What are some social events your company does?

Meraki Chicago hosts several social events. Some current and past events include weekly yoga and meditation sessions and cocktail classes, cooking classes, drag bingo, talent shows, and more!

Javana

Operations Supervisor

What does your typical day look like?

Badge in the door nearest the espresso machine and make latte art in the form of the Cisco logo. Work can range from teaching customers how RF works to designing multi-site Meraki networks. When I'm not evangelizing customers, teaching Networking-101, or handling escalations, I make easy work of those foolish enough to challenge me at ping pong.

Zakariya

Systems Engineer

How do you make yourself accessible to the rest of the team?

By simply just being around. In addition to the regularly scheduled one on one meetings I have with everyone, I make sure that my team knows I am always here to help, in any situation.

Lorenzo

Network Support Manager

What are Cisco Meraki Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Cisco Meraki has an Employee Experience team dedicated to ensuring that each Merakian has the best experience during their time at Meraki.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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