BeyondTrust
BeyondTrust is a company that specializes in providing cybersecurity solutions. They focus on offering products and services that protect organizations from internal and external threats, and their solutions often involve privileged access management to secure and manage the identities and credentials of users accessing critical systems and data.
Privileged Access Management • Vulnerability Management • Privileged Account Management • Session Monitoring • Privileged Password Mgt
Customer Experience Analyst
April 2
BeyondTrust
BeyondTrust is a company that specializes in providing cybersecurity solutions. They focus on offering products and services that protect organizations from internal and external threats, and their solutions often involve privileged access management to secure and manage the identities and credentials of users accessing critical systems and data.
Privileged Access Management • Vulnerability Management • Privileged Account Management • Session Monitoring • Privileged Password Mgt
📋 Description
• BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cyber security SaaS portfolio. • Our culture of flexibility, trust, and continual learning means you will be recognized for your growth, and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself. • The Customer Experience Analyst is responsible for gathering, monitoring, and analyzing incident data to help improve the experience of our customer when working with Technical Support. • Coordinate responses on Escalated items which come to us via the Escalation email distro and other means. • Follow Escalated items through to their conclusion, ensuring they are correctly tracked for future reporting purposes. • Initiate live meetings with customers/partners who are unhappy with their Support experience to learn why their experience has been poor. • Aid in improving our customer’s experience with Technical Support by participating in process improvement and tool implementation through analysis of Technical Support Customer Experience data. • Review the cases of escalated customers overall to ensure that they are progressing towards conclusion in an acceptable manner. • We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. • We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.
🎯 Requirements
• 3-5 years in enterprise software customer support and/or IT related support • 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 needs • Ability to participate, contribute and interact with customers, partners, and internal BeyondTrust teams • Experience with gathering information to improve processes based on customer surveys, and incidents • Experience with participating in process improvement initiatives to continuously improve the experience of a customer • Proven track record in working with internal and external stakeholders across different disciplines to help in resolving customer issues • Experience working with a geographically dispersed team
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