Customer Service Analyst

Responsibilities

• Provide 24/7 non-technical front-end support for internal and external customers
• Follow call and email handling procedures to ensure excellence in service
• Identify, research, and update technical and administrative service requests
• Route service requests to the appropriate product support teams
• Perform primary troubleshooting for issues on the Community Portal and escalate to next-level teams when necessary
• Manage a personal schedule of cases, including determining priority levels and setting customer expectations
• Interface with global support teams, Customer Success Managers, and Sales teams
• Recognize and initiate escalation processes for system outages to maintain service levels

Requirements

• 0 to 2 years of related experience in a professional role
• Basic experience in the IT field
• Fluency in English
• Flexibility to work on a shift basis
• Strong conflict management and negotiation skills
• Ability to work in a high-pressure environment and adapt to frequent changes

Preferred Qualifications

• Proficiency in German or Spanish as a second language
• Strong desire to learn and grow within a fast-paced environment

About the Company

RSA provides trusted identity and access management for 12,000 organizations around the world. We specialize in empowering security-first organizations in financial services, healthcare, energy, and technology to thrive in a digital world through modern authentication and identity governance solutions.