Onboarding & Platform Support Specialist

Role 1: Customer Onboarding and Platform Support Analyst

Role 2: Customer Onboarding & Platform Support Senior Analyst

Role 3: Customer Onboarding & Platform Support Team lead

Location:

Farmington, MI (Onsite) or (May check Hybrid or Remote options based on client requirements)

• Onboard customers to Cisco IQ and drive platform adoption.
• Support setup, user provisioning, telemetry enablement, and platform activation.
• Assist customers via phone, email, and webinars; resolve onboarding and platform queries.
• Manage IAM/user lifecycle activities (onboarding, access changes, offboarding).
• Track onboarding progress, customer interactions, and adoption metrics using CRM and reporting tools.
• Collaborate with cross-functional teams to improve customer experience and outcomes.

• 1–4 years in customer onboarding, customer support, service desk, or account management.
• Experience with IAM, user provisioning, and account administration.
• Strong communication, analytical, and problem-solving skills.
• Proficiency in CRM tools, Microsoft Excel, PowerPoint, and reporting/dashboard tools.
• Basic knowledge of networking and enterprise technology platforms.
• Ability to manage multiple priorities in a customer-facing environment.

• Experience with Cisco Meraki, Webex, Intersight, SD-WAN, or similar platforms.
• Reporting and data analysis experience.
• Spanish or Portuguese language skills (preferred, not mandatory).
• Customer-focused with strong ownership and accountability.
• Proactive, collaborative, and organized.
• Excellent follow-up and stakeholder management skills.