Job Description

Position 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 wi Position 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. Responsibilities 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 professional with internal and extra-curricular training Requirements Experience in customer support Some experience and knowledge of Microsoft OS and IT network administration/support Basic technical foundation adn an aptitude for learning Customer focused attitude and motivated to help