BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cyber security SaaS portfolio.
Our culture of flexibility, trust, and continual learning means you will be recognized for your growth, and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.
The Role
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.
What You’ll Do
- 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
What You’ll Bring
- 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
- 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
Better Together
Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.
We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.
About Us
BeyondTrust is the worldwide leader in intelligent identity and access security, enabling organizations to protect identities, stop threats, and deliver dynamic access. We are leading the charge in innovating identity-first security and are trusted by 20,000 customers, including 75 of the Fortune 100, plus a global ecosystem of partners.
Learn more at www.beyondtrust.com.
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