RSA Manager 1, Customer Services

RSA Manager ‎1, Customer Services
RSA provides trusted identity and access management for ‎12,000 organizations
around the world, managing ‎25 million enterprise identities and providing
secure, convenient access to millions of users. RSA specializes in empowering
security-first organizations in financial services, healthcare, energy,
technology services, and other industries to thrive in a digital world,
delivering complete capabilities for modern authentication, access, lifecycle
management, and identity governance. Whether in the cloud or on-premises, RSA
connects people with the digital resources they depend on everywhere they
live, work, and play.
For decades, RSA has pioneered many of the encryption, authentication, and
identity federation technologies that still power the internet. And now RSA is
transforming the industry yet again, paving the way for the future of digital
identity through the RSA Unified Identity Platform; next-generation and hybrid
and cloud solutions; the first ever and only multi-functional, passwordless
hardware authenticator; and a frictionless, mobile-optimized experience for
the modern workforce. If you are self-motivated and looking for a fast-paced
challenge doing something that truly matters, come join our winning team! For
more information, go to rsa.com.
Oversees the support of customers encountering problems using the company's
products. Supervises representatives that are answering Customer Technical or
Customer Care inquiries, primarily over the telephone, e-mail, chat, or
online.
Establishes and maintains systems that provide solutions to customer questions
and problems. Reports new or recurring problems to design departments. Ensures
representatives are properly trained when old products are upgraded or new
products are released. Selects, develops and evaluates personnel to ensure the
efficient operation of the function. Analyzes and responds to operational,
productivity and customer satisfaction data. Works with various departments to
meet
maintenance services sales goals. Works with the team /customers and/or
distributors to receive accurate account of equipment failures and provides
reports to leadership. Focus of work may be in pre-sale, post-sales or both.
Principal Responsibilities:
* Interacts with cross-functional groups for effective resolution of customer escalations.
* Applies understanding of internal policies and procedures to resolve complex customer issues.
* Manages customer service metrics.
Skills:
* Ideally ‎5+ years of related work experience with a similar discipline.
* Proven experience in Customer Service.
* Ability to lead, motivate and direct a workgroup.
* Very good Communication skills.
* Good leadership skills & Organizational skills.
* Business understanding.
* Flexibility to work in different time zones and different shift patterns.
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.