Archer L1 Support Analyst

About the role

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.

What you'll do

• 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

What you need

• 2–4 years in it support & networking
• CRM
• Tailoring
• Any graduate