Analyst, Customer Service

If you are a self-motivated entrepreneur looking for a fast-paced challenge doing something that truly matters come join our winning team! Respond to customer service inquiries regarding company products features and/or services. Maintains ownership of customer issues directing customers to the appropriate agent when required. Supports the sales team by developing and maintaining positive customer relations with clients/customers which can substantially affect service and/or product revenue. 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 24/7 non-technical support for RSA Internal and External Customers.
• Follows call/email handling procedures to ensure excellence in customer service.
• Identifies customer requests creates researches 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 the escalation process for system outages and initiates 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.

Skills:

• Basic experience in the IT field.
• Fluency in English.
• Deutsch/Spanish as a Second Language is a plus.
• Flexibility to work on shift-basis.
• Customer Service skills.
• Eager to learn.
• Ability to work in a high-pressure environment.
• Ability to easily adapt to frequent changes.
• Conflict Management and Negotiations Skills.

Education & 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.

If you need a reasonable accommodation during the application process please contact the RSA Talent Acquisition Team at . RSA and its approved consultants will never ask you for a fee to process or consider your application for a career with RSA. RSA reserves the right to amend or withdraw any job posting at any time including prior to the advertised closing date.

Required Experience:

IC