NetWitness- Analyst, Customer Services

NetWitness- Analyst, Customer Services
As one of the most established cybersecurity companies in the world, we at
NetWitness are hard at work every day helping our customers and partners
better protect their organizations from cyberattacks. Our products and
incident response services are used within most large enterprises, governments
and militaries for incident response and threat hunting. Our Sales
Professionals, Sales Engineers and Professional Services Consultants design
and deliver solutions for potential and existing customers to enable better
visibility, insight and action to prevent and defend against attacks.
NetWitness provides the unique ability to provide one single platform with a
unified view across all attack surfaces including Network, Logs/SIEM, Endpoint
and IoT combined with our AI-based User and Entity Behavioral Analysis (UEBA)
and Security, Orchestration, Automation & Response (SOAR) capabilities.
Responds to customer service inquiries regarding company products, features
and/or services. Maintains ownership of customer issues directing customer to
the appropriate agent when required. Supports sales team by developing and
maintaining positive customer relations with clients/customers, which can
substantially affect service and/or product revenue(s). 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 non-technical support for Netwitness 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 NetWitness 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 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.
* Fluency in English is a must.
* Excellent verbal and written Communication skills.
* Interpersonal skills.
* Organizational skills.
* Able to adapt to change and being flexible.
* Customer Service skills.
* Strong computer skills.
* Understanding of social media applications.
* Ability to work in a high-pressure environment.
* Multitasking Skills.
* Detail Oriented.
* Eager to learn.
* Conflict Management and negotiations Skills.
Desirable Requirements:
* Second European language is a plus (French, German, Spanish, Portuguese, or Italian).
Working Hours:
* Work hours comprise of shift patterns, weekends, and holidays to cover a ‎24 X ‎7 period.
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
[email protected]. 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.