RSA – Analyst, Customer Services

RSA – Analyst, Customer Services

RSA, is the premier provider of security, risk and compliance management solutions for business acceleration. RSA helps the world's leading organizations solve their most complex and sensitive security challenges. These challenges include managing organizational risk, safeguarding mobile access and collaboration, proving compliance, and securing virtual and cloud environments. Combining business-critical controls in identity assurance, encryption and key management, SIEM, data loss prevention, continuous network monitoring, and fraud protection with industry leading eGRC capabilities and robust consulting services, RSA brings visibility and trust to millions of user identities, the transactions that they perform and the data that is generated.

The Customer Services Analyst, will provide remote support for our customers whenever they experiences a problem using RSA products or services, the Customer Services team will respond to customers by phone, email, chat or online. Fulfilling their requests and routing them to internal support teams in a prompt manner whenever required.

Building great relationships with customers, we make a real difference.

Key Responsibilities

• Create, research and update service requests.
• Route service requests to appropriate product support teams.
• Work hours comprise of shift patterns, weekends, and holidays to cover a 24 X 7 period
• Follows call/chat handling procedures to ensure excellence in customer service
• Interface with Global support teams and Field personnel.
• Inspect and influence global process alignment for incident management.
• Implement escalation procedures as required
• Execute Business Continuity procedures if needed, according to established protocols. Business Continuity to be defined as Disaster Recovery operations due to a variety of reasons, i.e. problems with the network, operating system, telephony, etc.
• Performs contract entitlement checking and works with customer to establish PO documentation for services if the customer is not entitled for service. Performs Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams
• Performs other duties as required.

Essential Requirements

• Fluency in English is a must
• Communication skills
• Interpersonal skills
• Organizational skills
• Able to adapt to change
• Strong computer skills
• Understanding of social media applications
• Customer Service skill
• Able to work under pressure
• Multitasking
• 1-2 years of relevant experience