Analyst, Technical Support - RSA
Dell EMC -
Cairo, EgyptPosted 5 years ago29People have clicked1 open position
Job Details
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Job Description
- 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 Knowledge-base 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
Job Requirements
Required Skills:
- You have an Associates or Bachelor’s Degree in a technical discipline and up to 2 years of relevant work experience.
- Excellent customer communication and handling skills
- Excellent interpersonal skills
- Excellent problem solving & logical thinking
- Ability to work under pressure
- Self-motivated and self-learner
- Ability to work on rotational shift basis
- Excellent command of English.
- Flexibility in working US Shift from 4:00 pm till 12:00 is a must.
One or more of the below Technical Skills is a huge plus:
- Basic knowledge of security fundamentals.
- You possess a basic, working knowledge of Unix and Windows operating systems.
- Basic knowledge of network protocols and web-based applications (Hands on Experience is preferable).
- As for Databases, you would have a high level understanding of relational and hierarchical, design, file system organization and indexing.
