Analyst, Customer Support Technician at Partner One Capital

, , Egypt -

Full Time

Start Date

Immediate

Expiry Date

21 May, 26

Salary

0.0

Posted On

20 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Coordination, Issue Resolution, Service Levels, Escalation Management, Inquiry Handling, Troubleshooting, Case Management, Prioritization, Communication, Conflict Management, Negotiation, Adaptability, Computer Literacy, Social Media Applications

Industry

Software Development

Description

Role Overview The Analyst, Customer Support Technician, 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. Essential 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 Desirable Requirements Second language is a plus (French, Japanese, German, Spanish, Portuguese, or Italian).

Responsibilities

The Analyst, Customer Support Technician provides front-line, non-technical support to internal and external customers, acting as a coordination point for timely issue resolution and effective escalation management. Key duties include handling inquiries, creating and managing service requests, performing primary troubleshooting for the Community Portal, and managing an assigned case workload.