Job Description
Key Skills Required
Master these to land this role
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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.
What Youâll Bring
- Bachelorâs 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 The Following
- 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
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Beyondtrust
View Company ProfileBeyondTrust is a global leader in the cybersecurity industry, specializing in privileged access management solutions. With a strong focus on safeguarding sensitive data and preventing cyber threats, the company provides a range of innovative products and services designed to help organizations protect themselves from potential security breaches. BeyondTrust's comprehensive platform enables businesses to manage and control privileged accounts, monitor and analyze user activity, and respond quickly to potential security incidents. By leveraging advanced technologies such as Artificial Intelligence and Machine Learning, BeyondTrust empowers organizations to stay one step ahead of cyber threats and maintain the trust of their customers, partners, and stakeholders. With a commitment to delivering exceptional customer experiences and a passion for cybersecurity excellence, BeyondTrust has established itself as a trusted partner for companies across various industries, including finance, healthcare, government, and technology.
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