Archer - Analyst, Customer Services

2 weeks ago

Egypt RSA Full time

Archer - Analyst, Customer Services**
Principal Responsibilities:
  • Reviews technical solution articles for accuracy and completeness and gives feedback to the authors.
  • Acts as a remote customer advocate to champion specific customer needs in collaboration with field
team.

  • Understands and uses spheres of influence extending outside of the department.
  • Participating in and leading conference calls with customers, knows their audience and articulate
accordingly.

  • Participates in eServices content creation (selfservice) and maintenance such as Chat, Knowledgebase
content, Support forums, etc.; regularly submits content to the knowledge database

  • Validates nontechnical information and issues early warning and disseminates information as needed.
  • Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.
  • Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex
issues.

  • Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
  • Handles technical cases for specific topics and admin cases.
  • Acts as a workflow manager.
  • Mentors and/or coaches less experienced team members, helps develop and participate in presentations and informal training for other team members.
  • Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues.
  • Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate.
  • Effectively communicates procedural and technical/nontechnical issues to internal and external customers in a fast paced and customer critical environment.
  • Maintains a "closed loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
  • Contributes and develops knowledgebased articles; may perform senior or expert level tasks for assigned tasks, prepares articles for other team members and/or customers regarding technical solutions

Requirements:

  • Good knowledge of network fundamentals.
  • SQL Database basic knowledge is a plus
  • Customer Service skill.
  • Troubleshooting skills.
  • Interpersonal skills.
  • Presentation skills.

Education and Experience:

  • Bachelor's degree in Business Informatics or Management preferred.
years of relevant experience.

Work Conditions:

  • As a 24X7X365 organization, shift work, holidays, and oncall responsibilities may be required.


RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment.

All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law.

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