Job Details
Description
About Us:
For nearly 25 years, Archer has been a pioneer and a trusted global leader in delivering comprehensive compliance and risk management solutions to empower organizations to effectively navigate risks, ensure compliance, and achieve their business objectives. Our innovative GRC solutions are designed to provide companies with a clear, unified perspective on their risk landscape and enable data-driven decision-making and strategic planning. By leveraging cutting-edge technologies such as AI and risk quantification, we equip our clients to anticipate, adapt to, and overcome challenges in today's rapidly evolving market. At Archer, we don't just help organizations manage risk we help our clients transform risk into a strategic advantage and turn uncertainty into opportunity. Learn more at www.ArcherIRM.com
Principal Duties And Responsibilities
- Reviews technical solution articles for accuracy and completeness and give feedback to the authors.
- Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
- Understands and uses sphere of influence extending outside of the department.
- 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 Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
- Validates technical information and issues early warning and disseminates information as needed.
- 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.
- 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.
- Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.
- Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues.
- Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate.
- Effectively communicates procedural and technical issues to internal and external customers in a fast paced and Client critical environment.
- Maintains a closed-loop communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
- Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other CSEs and/or clients regarding technical solutions.
Required Experience And Skills
- Customer Service skill.
- Troubleshooting skills.
- Interpersonal skills.
- Presentation skills.
- Technical Skills.
- Good knowledge of network fundamentals, protocols and troubleshooting utilities.
- Knowledge of Network Security Fundamentals
- Familiar with basics of information security (Encryption, certificates ... etc).
- SQL Database Knowledge and hands-on experience
- IIS and Web Services knowledge
- Knowledge of MS Active Directory and LDAP protocol.
- Linux administration Knowledge is a plus.
Archer is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Archer are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity, and/or expression, marital, civil union or domestic partnership status, protected veteran status, genetic information, or any other characteristic protected by federal, state or local laws. Archer will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All Archer employees are expected to support this policy and contribute to an environment of equal opportunity.
If you need a reasonable accommodation during the application process, please contact [Confidential Information]. All employees must be legally authorized to work in the US. Archer participates in E-Verify. Archer and its approved consultants will never ask you for a fee to process or consider your application for a career with Archer. Archer reserves the right to amend or withdraw any job posting at any time, including before the advertised closing date.
