Rsa RSA- Analyst Customer Services 

Egypt, Cairo, New Cairo City 

730852369

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.