Customer Support Analyst

Summary

Join Keyfactor as a Customer Support Analyst and leverage your entry-level skills to manage service requests and incidents, improving first contact resolution. You will be responsible for case management, problem management, and contributing to the internal knowledge base. This remote position requires US citizenship or permanent residency and a strong commitment to customer service. You will work with various tools and technologies, including Zendesk, and collaborate with engineering and other support teams. Keyfactor offers a comprehensive benefits package, including unlimited time off, paid parental leave, and a supportive work environment.

Requirements

• Associate's degree or equivalent experience
• Good knowledge of IT products/services delivery, with hands-on experience supporting Windows Server OS, Linux, and IIS. Capable of participating in support operational projects and initiatives, contributing to the improvement of support processes while quickly learning new tools and systems
• Familiarity with PowerShell and Java scripting
• Familiarity with database queries i.e. SQL
• Understanding network basics
• Experiencing in case management and reporting using Zendesk
• Self-motivated with the ability to manage customers cases in a timely manner
• Strong commitment to providing exceptional customer service and ensuring customer satisfaction
• Capable of identifying root causes of common customer problems and offering clear, concise resolutions
• Ability to communicate clearly and professionally with customers, both verbally and in writing
• Applicants must hold US citizenship or US permanent resident status

Responsibilities

• Resolves straightforward problems and service requests following predefined procedures
• Provides prompt and courteous responses to enhance customer experience
• Achieves target SLOs for average case age and handling times
• Owns resolution plan and manages customer experience for assigned cases
• Monitors tier queue and manages case assignments, ensuring adherence to SLA and SLO
• Assists in maintaining case management practices and procedures
• Identifies and documents software or hardware bugs, collaborating with engineering teams
• Assesses risks associated with technical issues and escalations
• Analyzes problem patterns to recommend preventative measures
• Demonstrates familiarity with all Keyfactor product suites
• Specializes in a subset of Keyfactor products for focused support
• Applies product knowledge to enhance support capabilities
• Exhibits strong troubleshooting skills and proficiency in case management tools
• Applies domain knowledge to effectively resolve customer issues
• Contributes to the internal knowledge base with solutions and workarounds
• Creates and maintains technical documentation for customer and internal use
• Collaborates in building and updating SOPs or knowledge articles for Tier 1 support
• Functionally escalates complex problems to higher support tiers
• Replicates customer incidents in labs and researches knowledge articles for case escalation
• Coordinates with Tier 2 teams for effective escalation handling
• Provides feedback to Tier 1 team to enhance triaging and escalation processes
• Suggests improvements for support processes and tools
• Collaborates with internal teams to resolve cross-functional issues

Preferred Qualifications

• Knowledge of Python and Bash scripting
• Knowledge of security best practices in infrastructure, application, IAM, or data platform solutions
• Ability to mentor junior team members to meet our support targets and customer experience standards
• Good knowledge of technical support operations and customer service techniques
• Knowledge of software support processes and product troubleshooting methodologies

Benefits

• Comprehensive benefit coverage, paid for by the company for you and your dependents (US)
• Generous paid parental leave (US)
• Unlimited time off (US) and competitive time off globally
• Monthly Talent development and Cross Functional meetings to support professional development
• Second Fridays (a company-wide day off on the second Friday of every month)
• Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off