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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 Technical Support Analyst is responsible for providing initial support to customers as they reach out about incidents with their BeyondTrust products. This responsibility includes documenting, responding to, and escalating customer incidents in a timely, efficient and professional manner while actively participating in a team environment. This position requires the ability to quickly assess the severity of an incident, gather the proper information from the customer, and then address or route the incident appropriately.
What You’ll Do
- Process all inbound reported customer incidents in a timely fashion according to Service Level Agreements.
- Provide 1st level technical support and triage.
- 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, and a variety of internal resources.
- Document all interactions 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
- 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
Nice To Have
- College credit in Information Technology
- Strong troubleshooting skills and technical abilities
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.
