Archer Technical Support Engineer 1 (Spanish

**Archer Technical Support Engineer 1****Principal Accountabilities**:- Applies technical support expertise to resolve customer issues.- Identifies and provides resolutions to technical problems.- Works closely with peers and internal SMEs to increase knowledge and resolve customer issues.- Uses trouble-shooting tools, content and analytical practices to help determine best way to resolve identified and unidentified problems.**Principal Responsibilities**:- After training/learning period, manages own schedule of cases, which includes determining priority levels and sometimes will include negotiating and setting expectations with customers.- Applies technical knowledge to analyze and use highly technical troubleshooting tools, content, and analytical practices; uses operational and diagnostic procedures to resolve issues in unique and sometimes complex customer environments.- As a 24X7X365 organization, shift work, holidays, weekends, and on-call responsibilities may be required.- As appropriate, determines which tool(s) to use to resolve issues including running tests. Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Interfaces directly with customers.- Validates technical information and issues early warning and disseminates information as needed.- 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".- May need to engage or escalate to more senior resources to resolve more complex issues. Participate in eService content creation (self-service) such as Chat, and Support forums. Responsible for sharing acquired knowledge concerning problem resolution with others to be used in future problem resolution.**Skills**:- Ability to work independently.- Customer focused Exhibits confident behavior.- Knowledge of job associated database/software/documentation.- Ability to work in a high-pressure environment.- Problem solving skills.- Time management skills.- Troubleshooting skills**Education & Experience**:- Typically requires less than 2 years of related experience in a professional role with a Bachelor's degree; or equivalent experience- RSA 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 qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law. _