Archer L1 Support Analyst

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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.

Requirements

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:

• Bachelor’s 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