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At NetWitness, we believe in challenging the established mindsets, approaches, and product categories in the information security industry. Every product that we deliver to market is based on a core set of principles grounded in the major paradigm shifts in play and the implications that they have for our customers. Do the right thing – by our customers, employees, and shareholders...think long-term, but act with a sense of urgency. What we do matters – our work makes a difference in the world. We give a damn – about our customers, about what we’re doing, about each other...we’re in this together. We are a fun company – building cool products with technical insight that help our customers solve meaningful problems. Our mission is delighting our customers with everything we do. We provide thousands of customers around the world with essential security capabilities, leading with our Intelligence Driven Security Strategy and Vision, to protect their most valuable assets from cyber threats. With NetWitness’s award-winning products, organizations effectively detect, investigate, and respond to advanced attacks; reduce IP theft and cybercrime.
Analyst, Customer relations desk
Location
Egypt
Posted
114 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Analyst, Customer relations desk
Partner One Capital
Role Description The Analyst, Customer relations desk, provides front-line (non-technical) customer support to NetWitness internal and external customers. This role acts as a critical coordination point between customers and internal support teams, ensuring timely issue resolution, excellent service levels, and effective escalation management. Key Responsibilities - 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 Qualifications - 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 Requirements - Second language is a plus (French, Japanese, German, Spanish, Portuguese, or Italian)
Job 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)
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