About the company
BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cybersecurity SaaS portfolio.
Responsibilities
- Manage customer communication and expectations.
- Provide phone, email, and chat support to assigned accounts.
- Provide troubleshooting and debugging of customer problems.
- Act as the customer liaison to Engineering, Sales, and Field Engineer teams.
- Transition product issues to Tier 3 Support, Engineering, and product enhancements to Product Management, tracking status to the customer regularly.
- Escalate critical issues and roadblocks to the Technical Support Manager.
- Be a part of the on-call rotation for the assigned product team.
Requirements
- Bachelor’s degree preferred in a related technical field.
- 5 years in enterprise software customer support and/or IT related support.
- Proficient knowledge of Windows based Desktop and Server OS.
- Proficient knowledge of Mac OS (preferred).
- Strong dedication to customer care.
- Strong team interaction skills.
- Excellent verbal and written communication skills, in person, by telephone, and with large teams.
- Ability to understand and analyze customer technical needs.
- Ability to participate, contribute and interact with Pre-Sales Technical Engineers, Product Management, Development, Technical Support and Sales teams.
- Knowledge of: Active Directory, Group policy, Networking/Layers, Windows Server, Anti-virus/Firewall rules/policy, Virtualization, Customer service, Azure, Secure machine to machine communication, Security software, SQL, Windows Server administration, Windows 10/11, Mac OS (Catalina and higher), Command line, Scripting (optional), Windows account administration, Team interaction skills, Organized, SaaS, Microsoft office.