PartnerOne

Analyst, Customer Support Technician

PartnerOne

full-time

Posted on:

Location Type: Remote

Location: Egypt

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About the role

  • Provide front-end, non-technical support to NetWitness internal and external customers
  • Handle customer inquiries via calls and email in accordance with established support procedures
  • Identify customer requests and create, research, update, and manage technical and administrative service requests
  • Route service requests to the appropriate product support teams
  • Perform primary troubleshooting related to the NetWitness Community Portal and escalate issues when required
  • Manage an assigned case workload, including prioritization, expectation-setting, and customer communication
  • Interface with global support teams, Customer Success Managers, Project Managers, Escalation Managers, CAMs, COMs, and Sales teams
  • Recognize service-impacting incidents or outages and initiate escalation processes to maintain service levels
  • Follow and implement global support escalation procedures
  • Collaborate with peers to identify opportunities for continuous improvement initiatives
  • Perform additional duties as required
  • Shift-based schedule covering 24x7 operations, including weekends and holidays.

Requirements

  • 0–2 years of relevant professional experience
  • Fluency in English (spoken and written)
  • Excellent verbal and written communication skills
  • Strong interpersonal and customer service skills
  • Strong organizational and multitasking abilities
  • Ability to work effectively in a high-pressure environment
  • Detail-oriented with strong follow-up skills
  • Flexible and adaptable to change
  • Strong computer literacy
  • Understanding of social media applications
  • Conflict management and negotiation skills
  • Eagerness to learn and grow**
  • Second language is a plus (French, Japanese, German, Spanish, Portuguese, or Italian).
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
verbal communicationwritten communicationinterpersonal skillscustomer service skillsorganizational skillsmultitasking abilitiesdetail-orientedflexibilityadaptabilityconflict management