Provides front-end non-technical support for RSA Internal and External Customers.
Follows call/email handling procedures to ensure excellence in customer service.
Identifies customer requests, 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 the escalation process for systems 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.
Experience & Skills:
Typically requires 0 to 2 years of related experience in a professional role.