Customer Experience Analyst

About BeyondTrust

BeyondTrust is the worldwide leader in intelligent identity and access security, empowering organizations to protect identities, stop threats, and deliver dynamic access to empower and secure a work-from-anywhere world. Our integrated products and platform offer the industry's most advanced privileged access management (PAM) solution, enabling organizations to quickly shrink their attack surface across traditional, cloud and hybrid environments. 
Learn more at www.beyondtrust.com. 

Job Summary

The Customer Experience Analyst is responsible for gathering, monitoring, and analyzing incident data to help improve the experience of our customers when working with Technical Support.

Essential Duties and Responsibilities 

• Coordinate responses on Escalated items which come to us via the Escalation email distro and other means.
• Follow Escalated items through to their conclusion, ensuring they are correctly tracked for future reporting purposes.
• Initiate live meetings with customers/partners who are unhappy with their Support experience to learn why their experience has been poor.
• Aid in improving our customer’s experience with Technical Support by participating in process improvement and tool implementation through analysis of Technical Support Customer Experience data.
• Review the cases of escalated customers overall to ensure that they are progressing towards conclusion in an acceptable manner.

Requirements

• 3-5 years in enterprise software customer support and/or IT related support
• Strong dedication to customer care
• Strong team interaction skills
• Excellent verbal and written communication skills, in person, by telephone, and with large teams
• Ability to understand and analyze customer needs
• Ability to participate, contribute and interact with customers, partners, and internal BeyondTrust teams
• Experience with gathering information to improve processes based on customer surveys, and incidents
• Experience with participating in process improvement initiatives to continuously improve the experience of a customer
• Proven track record in working with internal and external stakeholders across different disciplines to help in resolving customer issues
• Experience working with a geographically dispersed team

Desirable Skills but not Required

• Bachelor’s degree in a related technical field preferred (or an accepted level of experience)
• Proficient knowledge of enterprise level OS such as Microsoft Windows Server, Unix, Linux
• Proficient knowledge of enterprise level databases such as Microsoft SQL Server and Oracle.

BeyondTrust is an EEO/AA/Disability/Vets Employer and an equal opportunity employer, offering a competitive salary with excellent benefits. We welcome all candidate applications who meet the minimum qualifications listed above.

What truly makes BeyondTrust special are the people – people who keep the culture strong and make working here exciting, rewarding, and ultimately fun!

Search @beyondtrust and #beyondtrustlife on Twitter and LinkedIn to find out more.