Technical Support Analyst- Remote

Our culture of flexibility, trust, and continual learning means you will be recognized for your growth, and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.

The Role

The Technical Support Analyst is responsible for providing initial support to customers as they reach out about incidents with their BeyondTrust products. This responsibility includes documenting, responding to, and escalating customer incidents in a timely, efficient and professional manner while actively participating in a team environment. This position requires the ability to quickly assess the severity of an incident, gather the proper information from the customer, and then address or route the incident appropriately.

What You’ll Do

• 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

What You’ll Bring

• 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

Nice To Have

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

Better Together

Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.

We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.

About Us

BeyondTrust is the worldwide leader in intelligent identity and access security, enabling organizations to protect identities, stop threats, and deliver dynamic access. We are leading the charge in innovating identity-first security and are trusted by 20,000 customers, including 75 of the Fortune 100, plus a global ecosystem of partners.

Learn more at www.beyondtrust.com.