RSA- Analyst, 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.
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 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, RSA has pioneered many of the encryption, authentication and identity federation technologies that still power the Internet today. And now RSA 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.
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.
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 rsa.global.talent.acquisition@rsa.com. 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.