Technical Support 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

As a Technical Support Analyst you will be responsible for initially responding to and supporting customers with IT related issues as they deploy, configure, and report incidents with their BeyondTrust products and solutions. This responsibility includes responding to, resolving or escalating and documenting customer’s incidents in a timely, efficient and professional manner while actively participating in a team environment. This position requires the ability to exercise independent judgement in communication with customers to quickly assess the severity of an Incident and address or route it appropriately. 

In this role you will

• Provide 1st level technical support and triage
• Process all reported customer incidents in a timely fashion according to Service Level Agreements
• 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, independent judgement 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

How will I be successful in this role?