SecurID - Analyst, Customer Services

Analyst, Customer Services - SecurID
As organizations across the globe transform to meet the rapidly evolving
demands of the post-pandemic world, cybersecurity has become the bedrock of
today 's digital economy. Nowhere is this more critical than in securing the
identities of the employees, external users, and customers that drive the
modern digital business. RSA SecurID is the most recognized and trusted brand
in Identity Assurance with more than ‎12,000 customers, including ‎90% of the
Fortune ‎500. For over ‎35 years, SecurID has pioneered many of the encryption,
authentication and identity federation technologies that still power the
Internet today. And now SecurID is transforming the industry yet again, paving
the way for the future of digital Identity through next-generation SaaS-
powered Identity Assurance and a frictionless, mobile-optimized experience for
the modern workforce. If you are a self-motivated entrepreneur looking for a
fast-paced challenge doing something that truly matters, come join our winning
team!
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.
Key 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 request, 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 escalation process for systems outages and initiate 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.
* Work hours comprise of shift patterns, weekends, and holidays to cover a ‎24 X ‎7 period.
Essential Requirements:
* Fluency in English is a must.
* Second European language is a plus (French, German, Spanish, Portuguese, or Italian).
* 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.
Experience:
* Typically requires ‎0 to ‎2 years of related experience in a professional role.
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.