Licensing Specialist

Overview:
 The Licensing Specialist / GLO Engineer plays a crucial role within Cisco's Global Licensing Operations (GLO), providing expert assistance and support for Cisco product licensing. This role focuses on helping customers and partners obtain, activate, verify, and manage their software licenses across Cisco's diverse product portfolio (security, collaboration, routing, switching, data center, service provider, enterprise products). The specialist acts as a trusted advisor, demystifying licensing complexity, ensuring clear, accurate, and efficient service delivery, and striving for an excellent customer experience. This involves resolving service requests, troubleshooting issues, assisting internal Cisco Account Managers and Cisco Partners, and contributing to continuous process improvement and knowledge sharing. The role requires end-to-end ownership of licensing support requests and adherence to service level agreements (SLAs).

Key Responsibilities:

·      Handle and resolve customer and partner licensing inquiries and service requests via various channels (phone, chat, email, web-forms, Support Case Manager - SCM).

·      Perform troubleshooting, clarify issues, and conduct detailed entitlement verification and research to accurately understand and resolve licensing problems.

·      Assist with license activation procedures and ensure license entitlements are accurate.

·      Leverage internal resources, tools, and knowledge bases to find and deliver solutions.

·      Collaborate effectively with internal Cisco teams and other support groups to achieve satisfactory and timely resolution of complex licensing issues, escalating when necessary and following up.

·      Communicate clearly, professionally, and proactively with customers, providing regular updates, explaining resolutions, and ensuring agreement on case closure.

·      Maintain end-to-end ownership of customer licensing support requests, adhering to established processes and Service Level Agreements (SLAs).

·      Contribute to the maintenance and improvement of internal resources and knowledge bases by documenting findings, solutions, and suggesting enhancements.

Skills & Attributes:

·      
Customer Focus & Communication:
 Strong customer-first mindset, high sense of ownership and accountability. Excellent communication skills (verbal and written), including active listening, empathy, and the ability to explain complex topics clearly and set appropriate expectations. Proven ability to manage complex and challenging customer interactions, including irate users.

·      
Problem Solving & Analytical Thinking:
 Strong troubleshooting and analytical thinking skills to logically diagnose, research, and resolve complex issues. Ability to ask clarifying questions, analyze criteria, find and analyze solutions, and make sound decisions and recommendations.

·      
Technical Aptitude & Learning Agility:
 Willingness and eagerness to continuously learn new tools, systems, technologies, concepts, and vocabulary. Ability to quickly learn and utilize various Cisco-specific tools. Aptitude for research and self-study to find solutions to unknown issues and improve oneself.

·      
Collaboration & Proactiveness:
 Proactive "can-do" attitude and passion to satisfy customer needs. Ability to proactively coordinate and collaborate with multiple internal support groups within Cisco. Strong team-oriented spirit.

·      
Organizational & Judgment:
 Excellent planning, organization, and time management skills with attention to detail. Ability to use clear and good judgment.

·      
Technical Literacy:
 Solid basic computer skills, including web navigation, searching, and conducting research. Well-versed with knowledge-based searches.

·      
Resilience:
 Confident, resilient, and committed.

·      
Environment Adaptability:
 Comfort working in a dynamic, tech-driven environment and enjoying the challenges and opportunities provided by new technologies.

Required Qualifications:

·      High school diploma or equivalent.

·      Demonstrated experience working in a B2B environment and handling international customers via various communication channels (phone, email, chat).

·      Fluent or excellent command of spoken and written English.

·      Willingness to work specific shift hours.

Preferred Qualifications:

·      BA or BS degree. A Bachelor's Degree (or equivalent) in Engineering or a similar technical field is highly preferred.

·      Minimum of 6-12 months of experience in a customer support role, experience in a technical customer support role being highly preferred.

·      Basic knowledge of Cisco products and good technical support experience (Operating System & Networking) is preferred but not required.

·      CCNA Trained (or equivalent networking knowledge) is preferred but not required.

What We Offer:

·      Comprehensive Benefits: Enjoy a robust benefits package including private

insurance.

·      Job Security: Benefit from an indefinite contract.

·      Inclusive Environment: Thrive in a diverse and inclusive work environment.

·      Career Growth: Access equal opportunities for career advancement and the

chance to work with a global technology leader.

·      Continuous Learning: Gain access to extensive courses and training materials,

including soft and technical skills provided by Estarta Experts.

·      Working Schedule: Monday to Sunday (shifts: 9–5, 11–7, 12–8), with a hybrid option on the weekends.