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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
The Customer Experience Analyst is responsible for gathering, monitoring, and analyzing incident data to help improve the experience of our customer when working with Technical Support.
What You’ll Do
- Coordinate responses on Escalated items which come to us via the Escalation email distro and other means.
- Follow Escalated items through to their conclusion, ensuring they are correctly tracked for future reporting purposes.
- Initiate live meetings with customers/partners who are unhappy with their Support experience to learn why their experience has been poor.
- Aid in improving our customer’s experience with Technical Support by participating in process improvement and tool implementation through analysis of Technical Support Customer Experience data.
- Review the cases of escalated customers overall to ensure that they are progressing towards conclusion in an acceptable manner.
What You’ll Bring
- 3-5 years in enterprise software customer support and/or IT related support
- Strong dedication to customer care
- Strong team interaction skills
- Excellent verbal and written communication skills, in person, by telephone, and with large teams
- Ability to understand and analyze customer needs
- Ability to participate, contribute and interact with customers, partners, and internal BeyondTrust teams
- Experience with gathering information to improve processes based on customer surveys, and incidents
- Experience with participating in process improvement initiatives to continuously improve the experience of a customer
- Proven track record in working with internal and external stakeholders across different disciplines to help in resolving customer issues
- Experience working with a geographically dispersed team
Nice To Have
- Bachelor’s degree in a related technical field preferred (or an accepted level of experience)
- Proficient knowledge of enterprise level OS such as Microsoft Windows Server, Unix, Linux
- Proficient knowledge of enterprise level databases such as Microsoft SQL Server and Oracle.
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.
Top Skills
What We Do
BeyondTrust is the worldwide leader in Privileged Access Management (PAM), empowering organizations to secure and manage their entire universe of privileges. Our integrated products and platform offer the industry's most advanced PAM solution, enabling organizations to quickly shrink their attack surface across traditional, cloud and hybrid environments. The BeyondTrust Universal Privilege Management approach secures and protects privileges across passwords, endpoints, and access, giving organizations the visibility and control they need to reduce risk, achieve compliance, and boost operational performance. We are trusted by 20,000 customers, including 78 of the Fortune 100, and a global partner network.
