This job posting has expired and no longer is available. Please explore other opportunities.

Support Manager

Indianapolis, IN

Socio, part of Cisco Webex, is an end-to-end platform for virtual, in-person, and hybrid event management that powers immersive, inclusive, and interactive experiences for events of all types and sizes around the globe. As part of the Webex events portfolio in the Webex Suite, Socio brings a comprehensive hybrid event management solution to a broad market of smb to enterprise customers. 


Why You’ll Love Cisco  

We change the World, you will become passionate about your employer and the brand you represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You'll collaborate with Cisco leaders, partner with mentors, and develop incredible relationships with colleagues who share your interest in connecting the unconnected. You'll be part a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired. 


What You'll Do  

  • Manage a team of highly motivated, growing team of global support representatives 
  • Develop and train support representatives through onboarding and ongoing coaching 
  • Set KPI’s for customer support team and work with the customer support reps to meet and exceed them 
  • Monitor team activities and provide consistent, productive feedback 
  • Create and iterate internal knowledge base of processes for both technical and non-technical issues and responses to enable the customer support team 
  • Work closely with other departments to address, prioritize, and escalate issues 
  • Serve as an advocate to the executive team for customer issues and product suggestions 
  • Demonstrate composure, resilience, adaptability, and urgency as customer needs and case volumes change 


Who You'll Work With  

Socio’s Customer Team – This team is tasked with creating engaging learning content to help support the needs of our clients. You will work very closely with not only Socio’s customers but also with members of the Customer Success, Support and Product teams to deliver the best customer experience possible. 


Who You Are  

  • Has experience leading a customer support team, preferably in a B2B SaaS environment 
  • Is an above-and-beyond teammate who will do whatever you can to make us a better team and keep customers engaged, knowledgeable, and productive 
  • Functions extremely well in situations that require flexibility, good judgment, and sound autonomous decision-making based on limited information or in undesirable situations 
  • Has a clear, personable, kind, and informative communication style in email, on chat, on the phone, and in-person 
  • Adapts quickly to changing priorities and manages time, multiple tasks, and deadlines effectively 
  • Readily helps others and is very comfortable asking for help for yourself when you've exhausted all of your resources 
  • Enjoys flexing some serious problem-solving skills as a customer-facing professional 
  • Confidently uses the resources at your disposal to resolve challenges, especially when you don't know the answer 
  • Flourishes in a dynamic environment which thrives on collaboration and in which you can grow 
  • Is a self-motivated, intellectually curious learner 
  • Sets goals for yourself that you achieve and are always pushing yourself to improve 

 

Why Cisco 

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all. 

 

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box! 

 

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.) 

 

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward. 

 

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! 


U.S. Vaccination Requirements

Cisco requires all U.S. employees to be fully vaccinated or have an approved religious or medical accommodation. Candidates accepting an offer must provide proof of vaccination status on their first day. If someone anticipates requesting an accommodation for this requirement, they must receive approval before the start date. Candidates receiving an offer will receive additional information about the accommodation process at the time of the offer. All offers of employment are contingent upon complying with Cisco's vaccination policy.

Subscribe to Job Alerts