Support Analyst
April 3, 2012 10:45 AM

Technical Support | Greenwood Village, CO, United States

Trustwave is the leading provider of on-demand data security and payment card industry compliance management solutions to businesses and organizations throughout the world. Trustwave has helped thousands of organizations — ranging from Fortune 500 businesses and large financial institutions to small and medium-sized retailers—manage compliance and secure their network infrastructure, data communications and critical information assets.

The Support Analyst is a member of the Compliance Support Services team. The ideal candidate will have a strong customer service background, basic understanding of networking, a strong desire to grow in the area of Information Security, and an ability to investigate, understand, and explain technical aspects of compliance requirements to technical and non-technical individuals. The Support Analyst interacts extensively with customers and partners and is expected to provide exceptional customer service.

Key responsibilities include:

Respond to needs and questions of customers concerning their compliance requirements – the majority of the customer interactions are over the phone
Take responsibility for customer satisfaction
Respond in a timely manner (within expected Service Level Agreement requirements) to clients and internal colleagues
Document actions in “tickets” to effectively communicate information internally and to customers
Resolve problems independently; understand and follow escalation procedures
Interface with a variety of customers in a polite, positive, and professional manner
Mentor fellow Support Analysts as needed

Job Qualification/Skills/Experience:

Minimum high school diploma or equivalent
2+ years of customer service experience in a high volume, technical environment
Basic knowledge of the following areas: Information security, network security architecture and design, routers and access control devices, and TCP/IP networking
Excellent customer service skills, including verbal and written (e-mail) communication skills
Strong analytical thinking and problem solving skills
Ability to clearly communicate technical issues in a short and concise manner, often to clients and colleagues who are not trained in security
Deadline and detail oriented
Highly motivated and team oriented

Trustwave is an Equal Opportunity Employer (EOE).

payscale: $? - $?
job type: full-time
posted by caryatid to Technical Support

« Older Accounts Receivable Accountant... Web Engineer (PHP)... Newer »