Company Description
Techworkers has a long-established reputation for delivering strategic and revenue driving solutions for organizations. With a focused management team and expertise workforce, Techworkers can work with you to drive strategic initiatives which deliver transformation through innovation and provide solutions for your success.
Job Description
What You'll Do
The Service Entitlement team within the Cisco Customer Experience organization is seeking a strong, skilled Business Analyst to join a team that will handle Cisco Entitlement Exception Management (CEEM) escalations.
In this capacity, you will be part of a small team of Analysts creating key communications to inform stakeholders of Cisco Customer and Partner service behaviors.
You will be part of a team that ensures Cisco's Customers and Partners are treated consistently and have the right level of service coverage to support their business needs.
- Create a customer account overview (closed loop metrics, customer services consumption overview, behavioral analysis) communication to Directors / VP's of all escalated entitlement exceptions globally
- Utilize internal tools (Tableau, BI Dashboards) to assess Customer and Partner services consumption behaviors
- Work closely with the Service Entitlement and Service Compliance organizations on lead generation for non-compliant customers and partners
- Work through assigned case load in a timely manner, providing required updates to management
Qualifications
Minimum Qualifications / Desired Skills-PLACEHOLDERS
- BA / BS degree, and 8+ years' experience in relevant field
- Proficiency in MS Office, Excel
- Proficiency in SQL, Tableau, Oracle BI a plus
- Proven track record of strong customer service / support experience
- Excellent written and verbal communication skills with various levels of the organization
- Have a six sigma type mentality and help drive ongoing process improvements to exception management
Max Pay Rate W2- $58.65 / hour; Target $51.92
Max Pay Rate C2C- $66.35 / hour; Target $58.65
Additional Information
All your information will be kept confidential according to EEO guidelines.
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