About BeyondTrust

BeyondTrust is the worldwide leader in Privileged Access Management (PAM), empowering organizations to secure and manage their entire universe of privileges. Our integrated products and platform offer the industry's most advanced 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?

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 and motivated to help

Personal traits that will help me succeed?

Outstanding interpersonal skills
Excellent written and verbal communication skills
Detail oriented but able to execute efficiently and follow through
Able to organize, multitask and prioritize
Willing to work flexible hours
Must be able to work within a team environment including remote team members
Professional demeanor

Technical Support Engineer - North America Central