Rsa- Analyst, Customer Services
4 days ago
**RSA- Analyst, Customer Services**:
As organizations across the globe transform to meet the rapidly evolving demands of the post-pandemic world, cybersecurity has become the bedrock of today’s digital economy. Nowhere is this more critical than in securing the identities of the employees, external users, and customers that drive the modern digital business. RSA is the most recognized and trusted brand in Identity Assurance with more than 12,000 customers, including 90% of the Fortune 500. For over 35 years, RSA has pioneered many of the encryption, authentication and identity federation technologies that still power the Internet today. And now RSA is transforming the industry yet again, paving the way for the future of digital Identity through next-generation SaaS-powered Identity Assurance and a frictionless, mobile-optimized experience for the modern workforce. If you are a self-motivated entrepreneur looking for a fast-paced challenge doing something that truly matters, come join our winning team
Responds to customer service inquiries regarding company products, features and/or services. Maintains ownership of customer issues directing customer to the appropriate agent when required. Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s). Works with various departments to meet maintenance services sales goals through constant process alignment. Works with customers and/or distributors to understand and document customer issues. May be involved in pre or post-sales or both.
**Principal Responsibilities**:
- Provides front end non-technical support for RSA Internal and External Customers.
- Identifies customer request, creates, research, and updates Technical and
Administrative service requests.
- Routes service requests to appropriate product support teams.
- Handles the primary troubleshooting for RSA Customers facing issues on our
Community Portal, works on resolving it via various channels, and escalates to the next
level team whenever needed.
- Manages own schedule of cases, which includes determining priority levels, negotiating,
and setting expectations with customers
- Interface with Global support teams, Customer Success Managers, Project Managers,
Escalation Managers, CAM, COM, and Sales team.
- Recognizes and initiates escalation process for systems outages and initiate appropriate
tactics to ensure service levels are maintained.
- Liaise with peers to identify opportunities for continuous improvement initiatives and
projects
- Implements Global support escalation procedures as required
Performs other duties as required.
- Work hours comprise of shift patterns, weekends, and holidays to cover a 24 X 7 period
**Essential Requirements**:
- Fluency in English is a must
- Second European language is a plus (French, German, Spanish, Portuguese, or Italian)
- Excellent verbal and written Communication skills
- Interpersonal skills
- Organizational skills
- Able to adapt to change and being flexible
- Customer Service skills
- Strong computer skills
- Ability to work in a high-pressure environment
- Multitasking Skills
- Detail Oriented
- Eager to learn
- Conflict Management and negotiations Skills
**Experience**:
- Typically requires 0 to 2 years of related experience in a professional role
- 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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