Technical Support Analyst

Summary

Join BeyondTrust and become a Technical Support Analyst, providing initial support to customers experiencing issues with BeyondTrust products. You will document, respond to, and escalate customer incidents efficiently and professionally, working as part of a team. This role demands the ability to assess incident severity, gather information from customers, and address or route incidents appropriately. You will process inbound customer incidents according to Service Level Agreements, provide first-level technical support and triage, and communicate effectively with customers. Collaboration with other analysts and engineers is key to resolving complex issues. Continuous professional development is encouraged.

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 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

Preferred Qualifications

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