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Customer Service
Customer Support Analyst
@Keyfactor, Inc.
[Hiring] Customer Support Analyst @Keyfactor, Inc.
Mar 29, 2025 - Keyfactor, Inc. is hiring a remote Customer Support Analyst. 💸 Salary: salary will be commensurate with experience.. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
The Support Analyst builds on entry-level skills by managing service requests and low-complexity incidents to improve first contact resolution rates while ensuring high-quality case triaging and management. This person will be enrolled in an on-call rotation.
- Resolves straightforward problems and service requests following predefined procedures.
- Provides prompt and courteous responses to enhance customer experience.
- Achieves target SLOs for average case age and handling times.
- Owns resolution plan and manages customer experience for assigned cases.
- Monitors tier queue and manages case assignments, ensuring adherence to SLA and SLO.
- Assists in maintaining case management practices and procedures.
- Identifies and documents software or hardware bugs, collaborating with engineering teams.
- Assesses risks associated with technical issues and escalations.
- Analyzes problem patterns to recommend preventative measures.
- Demonstrates familiarity with all Keyfactor product suites.
- Specializes in a subset of Keyfactor products for focused support.
- Applies product knowledge to enhance support capabilities.
- Exhibits strong troubleshooting skills and proficiency in case management tools.
- Knowledge of Python and Bash scripting is beneficial.
- Applies domain knowledge to effectively resolve customer issues.
- Contributes to the internal knowledge base with solutions and workarounds.
- Creates and maintains technical documentation for customer and internal use.
- Collaborates in building and updating SOPs or knowledge articles for Tier 1 support.
- Functionally escalates complex problems to higher support tiers.
- Replicates customer incidents in labs and researches knowledge articles for case escalation.
- Coordinates with Tier 2 teams for effective escalation handling.
- Provides feedback to Tier 1 team to enhance triaging and escalation processes.
- Suggests improvements for support processes and tools.
- Collaborates with internal teams to resolve cross-functional issues.
Qualifications
- Associate's degree or equivalent experience
- Good knowledge of IT products/services delivery, with hands-on experience supporting Windows Server OS, Linux, and IIS.
- Familiarity with PowerShell and Java scripting.
- Familiarity with database queries i.e. SQL.
- Understanding network basics.
- Experience in case management and reporting using Zendesk.
- Self-motivated with the ability to manage customer cases in a timely manner.
- Strong commitment to providing exceptional customer service and ensuring customer satisfaction.
- Capable of identifying root causes of common customer problems and offering clear, concise resolutions.
- Ability to communicate clearly and professionally with customers, both verbally and in writing.
- Knowledge of security best practices in infrastructure, application, IAM, or data platform solutions is a plus.
- Ability to mentor junior team members to meet support targets and customer experience standards.
- Good knowledge of technical support operations and customer service techniques.
- Knowledge of software support processes and product troubleshooting methodologies.
Requirements
- Up to 10% travel time required
Benefits
- Second Fridays (a company-wide day off on the second Friday of every month).
- Comprehensive benefit coverage, paid for by the company for you and your dependents (US).
- Generous paid parental leave (US).
- Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
- DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.
- The Keyfactor Alliance Program to support DEIB efforts.
- Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
- Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
- Unlimited time off (US) and competitive time off globally.
- Monthly Talent development and Cross Functional meetings to support professional development.
- Regular All Hands meetings – followed by group gatherings.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
salary will be commensurate with experience.
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 29, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
