Technical Support Analyst

BeyondTrust

  • Manchester
  • Permanent
  • Full-time
  • 22 days ago
BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cybersecurity 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 RoleThe 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 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
  • 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 TogetherDiversity. 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 UsBeyondTrust is the global identity security leader protecting Paths to Privilege™. Our identity-centric approach goes beyond securing privileges and access, empowering organizations with the most effective solution to manage the entire identity attack surface and neutralize threats, whether from external attacks or insiders.BeyondTrust is leading the charge in transforming identity security to prevent breaches and limit the blast radius of attacks, while creating a superior customer experience and operational efficiencies. We are trusted by 20,000 customers, including 75 of the Fortune 100, and our global ecosystem of partners.Learn more at .#LI-EP1

BeyondTrust