Archer L1 Support Analyst

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If you are a RSA Archer support professional looking for excitement challenge and stability in your work then you would be glad to come across this page.

We are an IT Solutions Integrator / Consulting Firm helping our clients hire the right professional for an exciting long term project. Here are a few details.

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Requirements

Role Overview :

As an RSA Archer L1 Support Analyst you will be responsible for managing and resolving customer-reported issues through CRM tools. You will engage with clients via phone and email to collect necessary details assess technical problems and ensure timely resolution or escalation as needed.

Key Responsibilities :

Manage assigned support cases of varying severity and track progress through CRM systems.

Communicate effectively with customers to gather information analyze issues and provide updates until resolution.

Document case details to support efficient issue tracking and escalation.

Participate in and lead customer conference calls tailoring communication to the audience.

Collaborate with senior engineers for complex issue resolution.

Prioritize workload and manage customer expectations effectively.

Work flexible shifts including weekends and holidays as part of a 24x7x365 support model.

Develop subject matter expertise in specific RSA Archer functional areas.

Requirements :

Bachelors degree or equivalent experience.

Up to 2 years of professional experience in a technical or customer support role.

Strong communication problem-solving and organizational skills.

Willingness to work from 11 : 00 AM to 8 : 00 PM IST.

Benefits

Visit us at Alignity Solutions is an Equal Opportunity Employer M / F / V / D.

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Required Skills :

RSA Archer Customer Support Issue Resolution Case Management Communication Skills Problem Solving CRM Tools Escalation Management

Required Education :

Bachelors / Masters Degree or equivalent

Key Skills

IT Experience,Problem Management,Desktop Support,Citrix,Mobile Devices,Windows,Customer Support,Help Desk,Operating Systems,Technical Support,Troubleshooting,Application Support

Employment Type : Full Time

Experience : years

Vacancy : 1