About RSA:
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.
RSA Recruitment Responsibilities:
- Acts as a remote customer advocate to champion specific customer needs in collaboration with field team
- Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution
- Participating in and leads conference calls with customers Knows their audience and articulate accordingly
- Participates in eServices content creation (self-service) and maintenance such as Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
- Validates technical information and issues early warning and disseminates information as needed
- Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues
- Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
- As a 24x7x365 organization, shift work, holidays, weekends and on-call responsibilities may be required
- Works toward becoming subject matter expert in a particular area or areas
- Applies systems analysis techniques and procedures to determine hardware or software systems functionality
- Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions.
Preferred skill:
- 0 to 3 years of relevant experience
- Excellent customer communication and handling skills
- Excellent interpersonal skills
- Excellent problem solving & logical thinking
- Ability to work under pressure
- Ability to work within a Team.
- Flexibility in handling business needs
- Self-motivated and self-learner
- Ability to work on rotational shift basis
- Good Communication- Verbal and Non Verbal skills
- Multi-Tasking
- Good Team Player.