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Rsa RSA- Analyst Customer Services 
Egypt, Cairo, New Cairo City 
730852369

09.07.2025

Principal Responsibilities:

  • 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.
  • Basic experience in the IT field.
  • Fluency in English.
  • Any Second Language is a plus.
  • 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.