Cisco Support Specialist

The Cisco Support Specialist (CSS) will be responsible for supporting Sellers with pre and post-sales operational needs. This position will field general Cisco questions, initiate communication and relationship building between SHI and Cisco sales teams, track deals and promotional programs, create and inspect quotes, escalate and inspect orders, perform internal Cisco enablement/training, and engage distribution directly.

The Cisco Support Specialist will report to the Manager - Cisco Support and will report to either the SHI Austin or SHI Somerset office location.

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $14 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours. 

• Collaborate with Account Executives (AEs), Inside Account Managers (ISAMs), and Inside Account Executives (IAEs) to maximize margin, create quotes, and verify orders.
• Host internal and Cisco-facing meetings to establish greater relationships between Cisco and SHI Sellers for registered opportunities, and provide operational expertise to reduce complexity, solve issues, and maximize deal discounts.
• Establish Cisco and distribution channel partnerships via on-site meetings and online, webcam-enabled Microsoft Teams conversations to increase operational efficiency.
• Manage multiple Cisco customer IT projects and ensure installs and deployments have everything they need within the required timeframe.
• Master SHI, distribution, and Cisco tools, processes, and systems used in pre and post-sale operations as they relate to quoting, ordering, and sourcing products.
• Ensure quotes are up to date so orders can be submitted cleanly, reducing kickbacks and delays.
• Continue industry education to maintain up-to-date knowledge of systems, tools, processes, products, and services through self-study, partner training, and company-sponsored training.
• Ensure Cisco Account Managers receive booking credit for EOM, EOQ, and EOY forecasted orders.
• Prioritize top deals, top AEs, and top customer requests and projects based on understanding Cisco's Fiscal year and ensuring we are executing at the highest caliber.
• Collaborate closely with the distribution team, to ensure process efficiencies are being completed correctly internally and externally. 

• Bachelor's Degree or relevant work experience required 
• 1+ years of Customer Service or Sales Experience required 
• 1+ years of Cisco and distribution knowledge preferred 

• Strong written and verbal communication skills  
• Possess sound judgment and decision-making skills  
• Ability to be approachable, maintain composure, and possess a professional attitude   
• Strong problem-solving, organizational, and time-management skills  
• Strong attention to detail
• Ability to work both individually and in a team environment  
• Self-motivated with the ability to work in a fast-paced and constantly changing environment  
• Ability to work effectively within all levels of an organization, both internally and external   
• Ability to effectively communicate complex subject matter- both verbally and written
• Ability to multi-task and remain focused
• Ability to delegate via internal and external resources 
• Ability to prioritize customer requests and projects based on timelines

• Preferred Cisco Certifications  

• This position requires 10-15% travel for ongoing enablement and training 

• The estimated annual pay range for this position is $65,000 - $95,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
• Equal Employment Opportunity – M/F/Disability/Protected Veteran Status