Archer - Analyst, Customer Services
2 days ago
**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 (self-service) and maintenance such as Chat, Knowledgebase
content, Support forums, etc.; regularly submits content to the knowledge database
- Validates non-technical 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 work-flow 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/non-technical 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 knowledge-based 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.
- 0 - 2 years of relevant experience.
**Work Conditions**:
- As a 24X7X365 organization, shift work, holidays, and on-call 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.
-
Senior Analyst, Proposal Management
4 weeks ago
مصر, Egypt Dell Technologies - RSA Full time**Senior Analyst, Proposal Management - Archer** **Principal Responsibilities**: The RFP Team must analyze customer business & technical requirements and respond with answers that position Archer well. The team should also identify occurrences where Archer may not be a fit or where non-out-of-box solutions would have to be built to address the need. Members...
-
Archer - Account Manager
2 weeks ago
مصر, Egypt RSA Full time**Archer - Account Manager** You will be an addition to Archer's global sales team and a resource which helps drive revenue through demand generation, opportunity progression, and account fulfilment assistance. Responsible for cultivating existing account relationships and business opportunities for Archer. Reporting directly to the District Manager in...
-
Archer - DevOps Manager
4 weeks ago
مصر, Egypt RSA Full time**Archer - DevOps Manager** Archer's goal is to deliver value to customers as rapidly as possible. To support this, we are increasing the efficiency and speed of software deployment and support. We are adding staff to our cloud operations team to support the transformation of our Development and Operations teams. This is an exciting opportunity for a leader...
-
Archer - DevOps Engineer
4 weeks ago
مصر, Egypt RSA Full time**Archer - DevOps Engineer** You will have an opportunity to support Archer’s ongoing large scale AWS cloud initiatives. This will involve you working closely with skilled Development and Operations teams, using your experience to ensure that all needs are met as part of code and infrastructure deployment. **Responsibilities** - Support our cloud...
-
Archer Manager 2, Facilities Management
4 weeks ago
مصر, Egypt RSA Full time**Archer Manager 2, Facilities Management** Archer Egypt is seeking a skilled and dedicated Facility Manager to join our team. As a Facility Manager at Archer, you will play a critical role in ensuring our facilities are efficiently managed, safe, and conducive to a productive work environment. You will be responsible for overseeing the maintenance,...
-
مصر, Egypt Community Minerals Full time**Qualifying Analyst** Community Minerals is a mineral and royalty acquisition company that is based in Houston, Texas. We are a team that specializes in acquiring mineral and royalty rights across United States. With a proven track record, the team serves mineral owners in multiple states with transparency, accountability, and a personalized experience to...
-
Archer - Senior Advisor, Business Operations
2 weeks ago
مصر, Egypt RSA Full time**Archer - Senior Advisor, Business Operations** Our Business Operations team within the Archer business unit develops solutions to current and future challenges. We support functions ranging from sales, services, marketing, product and engineering and more. We define scope and objectives based on a thorough understanding of end users, business needs and...
-
Archer - Salesforce Administrator
4 weeks ago
مصر, Egypt RSA Full time**Archer - Salesforce Administrator**: **Responsibilities**: - All aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules Salesforce configuration changes, including (but not limited to): Workflow, Process Builder, Flow, assignment rules, approval processes, fields, page...
-
Customer Systems Analyst
4 weeks ago
مصر, Egypt Bupa Global Full timeCustomer Systems Analyst **Job Description**: **Customer Systems Analyst** **Contract: 12 Months Fixed Term** **Location: Cairo, Egypt** **Full time** We consider all types of flexibility, including locations, hours and working patterns. **We make health happen** At Bupa, we're passionate about technology. With colleagues, customers, patients and...
-
Archer- Business Enablement Administrator
2 weeks ago
مصر, Egypt RSA Full time**Archer - Business Enablement Administrator** **Responsibilities**: - All aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules - Salesforce configuration changes, including (but not limited to): Workflow, Process Builder, Flow, assignment rules, approval processes,...
-
Archer - Principal Database Engineer
2 days ago
مصر, Egypt RSA Full time**Archer - Principal Database Engineer** **Principal Responsibilities**: - Maintain and enhance the performance of existing database programs. - Responsible for writing and debugging complex SQL. - Troubleshoot and resolve customer database-related issues in a timely manner. - Perform debugging procedures on database scripts and programs, as well as...
-
Customer Solution Analyst
2 days ago
مصر, Egypt Nestle Full time**Customer Solution Analyst** **POSITION SNAPSHOT** Location: Egypt Company: Nestlé Full-time **Main Purpose of Job**: To effectively drive the Perfect Order Cycle Approach to minimize all waste and complexities in the O2C flow being Single Point of Contact for Customers queries, complaints requests. **A Day in the Life**: **_Demand Capture: _** -...
-
Customer Service Manager
5 days ago
مصر, Egypt Orange Business Services Full time**About the role**: - Holds accountability for the Quality of solutions provided to Customer - Acts as the customers' primary point of contact and an escalation point - Has awareness of overall and service management profitability of their customers - Proactively identify existing Customer needs, and opportunities and grow the customer relation with...
-
Customer Service Representative
2 weeks ago
مصر, Egypt Sutherland Global Services Full timeSutherland Cairo is hiring customer service professionals for AT&T account! We're looking for talented and motivated agents to join our team of customer service specialists. We offer a competitive salary and benefits package, including: - 24/7 transportation (Door-to-door transportation after 8:00 pm for girls) - highest salary in the market starting from...
-
Specialist, Customer Services
6 days ago
مصر, Egypt Dell Technologies Full timeSpecialist, Customer Services Join us as a Customer Services Specialist on our Product Services team in Cairo to do the best work of your career and make a profound social impact. What you’ll achieve As a Customer Services Analyst, you will be the customer advocate, ensuring complex issues are taken care of quickly and efficiently while providing the...
-
Professional Services Data Analyst
4 weeks ago
مصر, Egypt Contentsquare Full timeWe are seeking a highly skilled and motivated Data Analyst to join our team at Contentsquare. In this role, you will play a crucial part in our value creation and innovation efforts. Collaborating closely with our UX/UI Designers and Customer Success Managers, you will undertake various data analysis projects and services for our clients. As an analyst, you...
-
Customer Care Analyst
4 weeks ago
مصر, Egypt Premier Services & Recruitment Full timeJob Description & Specification: - Workforce Management, Quality Assurance & Support, Best Practice Development, CS Tracking & Monitoring, CS Vendor Management, Knowledge Management Input, Quality Process Development, Forecasting & Planning, KPI & Target Setting, Performance Reporting, Scheduling (Shift Management) & Scheduling Adherence, Tool Configuration...
-
Sales Assistant Analyst
7 days ago
مصر, Egypt PepsiCo Full timeOverview: Analyze and execute the Distributors Sell-In Process, performing required sales forecasting and managing orders taking and delivery, along with necessary credit management of the Distributor. **Responsibilities**: **Functional Responsibilities** - Support in the achievement of the Distributors Sales-In volume through active analysis of...
-
Netwitness - Analyst, IT Service Operations
2 days ago
مصر, Egypt RSA Full time**NetWitness - Analyst, IT Service Operations** As one of the most established cybersecurity companies in the world, we at NetWitness are hard at work every day helping our customers and partners better protect their organizations from cyberattacks. Our products and incident response services are used within most large enterprises, governments and...
-
Application & Service Supervision Engineer
3 weeks ago
مصر, Egypt Orange Business Services Full time**About the role**: **Job Purpose**: **Key Tasks and Responsibilities** - Real time monitoring: incident detection and analysis, logging of the faults in the relevant. - Tracking/Solving all monitoring incidents raised by servers’ owners. - Perform technical escalations in line with our Fault Management policy - Liaise with other relevant internal...