Technical Support Analyst

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 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

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