Archer - Analyst, Customer Services

2 weeks ago


مصر, 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 (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.



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