Support Operations Specialist

Applications will be accepted until further notice. Candidates must demonstrate proficiency in both written and verbal English to effectively perform the duties of the role. This position requires the candidate to be located within a commutable distance of the Cisco Mexico City office and to work onsite 2-3 days per week. Meet the Team The Support Operations Team at Cisco plays a crucial role in delivering world‑class customer experiences. We specialise in managing non‑technical support cases, focusing on administrative and operational issues such as licensing, orders, processes, policies, and other customer inquiries. Our mission is to ensure our customers receive timely, accurate, and efficient support, allowing them to maximise the value of their Cisco solutions. Our team works closely with internal groups across Engineering, Product Management, Sales, and Operations, acting as a bridge to resolve customer challenges and improve support processes. We are continually evolving our methods, embracing new technologies—including AI‑driven tools—to enhance our efficiency and deliver proactive, data‑driven customer service. By leveraging automation and intelligent insights, we drive operational excellence and create scalable solutions for a rapidly growing customer base. Your Impact As a Support Operations Specialist on Cisco’s Support Operations Team, you’ll be the primary point of contact for customers and partners on non‑technical support cases, including inquiries about licensing, orders, and administrative processes. Using a combination of your problem‑solving skills and AI‑powered tools, you will efficiently manage and resolve customer cases from start to finish. You will leverage automation and intelligent analytics to prioritise requests, tailor your support, and contribute to our knowledge base with up‑to‑date information and AI‑driven insights. You will collaborate closely with technical support, Sales, Product, and Operations teams to address complex or high‑visibility cases, using AI dashboards and knowledge bases to quickly surface solutions. Staying current on Cisco and Meraki technologies, as well as the latest AI advancements, you’ll drive operational excellence, continuously improve team processes, and support our mission to deliver exceptional, proactive customer service in a fast‑paced, collaborative environment. Minimum Qualifications Experience in a customer support or customer service role, ideally in a fast‑paced environment. Familiarity with operational workflows, licensing, order processing, or CRM‑related tasks. Technically savvy, with the ability to quickly learn new products, tools, and AI‑powered support systems (e.g., Salesforce, Zendesk). Experience working cross‑functionally with teams like Sales, Product, or Engineering is a plus. Strong case management and follow‑through skills; able to own cases from start to finish. Preferred Qualifications Prior exposure to cloud networking, SaaS platforms, or enterprise IT environments. Networking or customer service certifications (e.g., CCNA, ITIL, CompTIA A+, Meraki CMNA). Familiarity with AI‑driven customer support platforms or analytics tools. Exceptional interpersonal and collaboration skills; able to build strong relationships across teams. High attention to detail, with a focus on accuracy and continuous improvement. Demonstrates grit, accountability, and a growth mindset. Why Cisco? At Cisco, we’re revolutionising how data and infrastructure connect and protect organisations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you. Cisco is an affirmative action and equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider, on a case‑by‑case basis, qualified applicants with arrest and conviction records. #J-18808-Ljbffr