icrunchdata Network Utica, MS 39175, USA
Dec 05, 2019Full-time
At BeyondTrust, we are revolutionizing the way the world secures and manages privilege access. We are the worldwide leader in Privileged Access Management, offering the most seamless approach to preventing data breaches related to stolen credentials, misused privileges, and compromised remote access. Our extensible platform empowers organizations to easily scale privilege security as threats evolve across endpoint, server, cloud, DevOps, and network device environments. BeyondTrust unifies the industry’s broadest set of privileged access capabilities with centralized management, reporting, and analytics, enabling leaders to take decisive and informed actions to defeat attackers. Our holistic platform stands out for its flexible design that simplifies integrations, enhances user productivity, and maximizes IT and security investments. BeyondTrust gives organizations the visibility and control they need to reduce risk, achieve compliance objectives, and boost operational performance. We are trusted by 20,000 customers, including half of the Fortune 100, and a global partner network. What will I be doing? As a Technical Support Analyst you will be responsible for initially responding to and supporting customers with IT related issues as they deploy, configure, and report incidents with their BeyondTrust products and solutions. This responsibility includes responding to, resolving or escalating and documenting customer’s incidents in a timely, efficient and professional manner while actively participating in a team environment. This position requires the ability to exercise independent judgement in communication with customers to quickly assess the severity of an Incident and address or route it appropriately. In this role you will: Provide 1st level technical support and triage Process all reported customer incidents in a timely fashion according to Service Level Agreements Communicate with customers verbally or in writing in a professional, efficient, pleasant and helpful manner Resolve customer support incidents by providing information, documentation, using teamwork, independent judgement and a variety of internal resources Document all interaction with customers, including communication and resolutions Work with Technical Support Engineers to resolve or escalate more complex issues Actively participate with other Technical Support Analysts in a team-oriented culture and assist other internal groups Continue to develop personally and professionally with internal and extra-curricular training How will I be successful in this role? College credit or professional experience in customer support Some experience and knowledge of Microsoft OS and IT network administration/support Basic technical foundation and an aptitude for learning Customer focused attitude and motivated to help Personal traits that will help me succeed? Outstanding interpersonal skills Excellent written and verbal communication skills Detail oriented but able to execute efficiently and follow through Able to organize, multitask and prioritize Willing to work flexible hours Must be able to work within a team environment including remote team members Professional demeanor We are an equal-opportunity employer, offering a competitive salary with excellent benefits. We welcome all candidate applications who meet the minimum qualifications listed above.