Beyondtrust Support Jobs

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1d ago

Technical Support for a Cybersecurity Company

LTVplus Remote 🌍 Remote

Remote

1d ago

$800+/mo Full time Beyondtrust Customer Support Email Support

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Job Description

LTVplus is hiring a remote Technical Support professional to handle cybersecurity-related customer inquiries and troubleshoot issues through chat, email, and calls. This role focuses on delivering timely, high-quality resolutions while documenting outcomes and supporting customers across multiple support channels.

Role Overview

In this full-time position within the Customer Service department and the APAC division, you will provide remote-first support for customers of LTVplus. Responsibilities include issue ownership, escalation when necessary, and maintaining accurate records in approved tools.

Key Responsibilities

Answer and resolve customer support chats and calls.
Respond to incoming emails and inbound calls from customers.
Own each assigned issue and drive it to resolution or escalation using the workflows communicated by Technical Support Management.
Help ensure customer needs are met by providing awareness of relevant products and services when appropriate.
Perform remote troubleshooting using BeyondTrust.
Ensure complete resolution of issues to prevent repeat contacts.
Troubleshoot, resolve, and properly document support interactions, including calls, chats, and cases.
Execute transactions for paid services when required.
Work closely with other departments to resolve outstanding issues.
Assist with documentation for the Knowledgebase for training and information purposes.
Conduct remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
Provide backup chat/case/call coverage for Customer Service volume as needed.
Maintain a positive attitude, support other employees as a mentor, and represent the company favorably with outside sources.
Accurately record and submit timesheets and paid time off requests.
Track, log, and tag support requests using the approved CRM and/or other management-approved tools.

Required Qualifications

6+ months customer service or technical support experience is required.
6+ months customer service or sales experience is required.
High school diploma or equivalent is required; post high school education is preferred.
Ability to handle multiple projects and tasks simultaneously in an efficient manner.
Technical certifications including A+, Network+, Security+, or Microsoft Desktop Support Engineer / Microsoft Certified Professional (MCP) are highly desired.
Experience working with software/platforms such as MS Teams and Salesforce is required.
Bomgar is required.
Dexter is not required but preferred.

Technologies

MS Teams
Salesforce
Bomgar
BeyondTrust
Dexter

Performance Measures

Pass calls, case, and chat quality goals.
Meet call and chat handling goals such as wrap-up, talk time, first contact resolution, and other statistics.
Meet or exceed goals for customer satisfaction based on customer satisfaction surveys.
Maintain team ownership requirements.
Adhere to the assigned schedule.
Attend and participate in scheduled team meetings.

Working Conditions

Available to work days, evenings, weekends, and holidays as needed.
Flexibility to work overtime on short notice when requested by management.
History of good attendance is required.
Schedule: 5AM-3PM PT, Mon-Fri.

Mission and Key Success Factors

Maintain the highest level of quality by resolving issues with the correct information in a timely manner.
Accurately identify and convert customers.
Strive for one-chat/one-call style resolution.
Meet and exceed biannual goals set by Technical Support Management.
Work independently with little supervision in a fast-paced environment.
Maintain a customer-centric demeanor and apply critical thinking, problem-solving, and research skills.
Adapt to a range of customer needs regardless of computer skill level.

Hiring Details

Location: Remote
Work type: Full-time
Department: Customer Service
Division: APAC
Salary: Starting at USD 800/month
Education: High school diploma or equivalent

Tech Checklist

A reliable computer (Windows 10 and i5 processor minimum)
Stable high-speed internet connection (100 MBPS) and a backup
A quiet workspace suitable for handling calls and chats

About LTVplus

LTVplus is a remote-first company with a team spread across the globe, emphasizing flexibility and diversity across its work.

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