Data Analyst

Role Specific Responsibilities:

Customer Engagement And Needs Identification

• Engage Customers using applicable multiple channels (chat, email, phone, CRM) as needed, understand their needs, and translate them into Cisco work requirements.
• Set proper expectations about delivery time and service outcomes.
• Proficient in transactional processes, demonstrating a deep understanding of process flows, workflows, and cross-functional dependencies crucial for transaction success.

Issue Identification And Resolution

• Identify issues, conduct Root Cause Analysis (RCA), and troubleshoot Customer concerns.
• Translate Customer needs and requests into Cisco work requirements (service identification).

Problem-Solving And Adherence To Rules

• Focus on resolving Customer issues rather than just closing cases.
• Solve the right problem by looking beyond the stated request and adhering to Cisco business and compliance rules as specifically set forth in the Cisco CLO Knowledge Management System.

Ownership And Collaboration

• Maintain a single point of ownership and accountability of requests, leveraging support from Cisco resources when necessary.
• Collaborate with cross-functional partners, Cisco representatives, and vendor resources to ensure successful customer outcomes.

Proactive Approach And Performance Metrics

• Utilize a proactive approach, considering broader customer account activity and support needs.
• Focus on business outcomes and customer experience metrics, maintaining acceptable performance standards, as specifically set forth in this SOP.

Process Improvement And Knowledge Sharing

• Conduct Root Cause Analysis on cases that don’t meet expectations and implement process fixes.
• Share tacit knowledge gained through Ccustomer interactions via knowledge management contributions.

Identify process improvement and automation opportunities in collaboration with Cisco staff