Technical Support Analyst

Summary

Join BeyondTrust as a Technical Support Analyst and provide initial support to customers experiencing issues with our cyber security SaaS products. You will document, respond to, and escalate customer incidents efficiently and professionally. This role requires assessing incident severity, gathering information, and addressing or routing incidents appropriately. You will collaborate with a team, work with engineers on complex issues, and participate in a supportive and collaborative environment. Continuous professional development is encouraged. BeyondTrust offers a flexible and inclusive work culture.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• College credit in Information Technology
• Strong troubleshooting skills and technical abilities