High Touch Operations Manager - Raleigh-Durham-Chapel Hill Area

Job summary

Akkodis is seeking a High Touch Operations Manager for a Contract position with a client located in Raleigh, NC (RTP - Hybrid). You'll work in a dynamic environment that values simplicity and customer centricity, fostering an integrated, outcome-driven approach to customer engagement.

Responsibilities

• Supports delivery of Technical Services Advantage program to major accounts.
• Ensures follow-up and closure of critical problems with large strategic customers - Uses standard tool to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution
• Regularly interacts with Cisco's customer and internal teams in a coordinated fashion to ensure problem resolution
• Maintains a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, chat, video conferencing and other collaboration methods.
• Co-ordinates root cause analysis upon customer's request

Qualifications

• Has a technical and networking understanding, but primarily has the ability to use the technical expertise of others
• Proven leadership skills, initiative taker and has the ability to work outside of process. Also experience in a support environment is a plus.
• Ability to work with Engineers to review potential product or software defects and obtain fixe
• Independently coordinates and completes tasks.
• Solid understanding of business process and requirements in a support environment

Skills

• Cisco Architecture & Technology Knowledge, understanding of networking technology, and the Enterprise environment
• Cisco's CCNA certification or higher is desire
• ITIL Foundation and intermediate level is recommended
• Nice to have Skills :Proficiency in French

Job description