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SECURITYFOCUS JOBS - NEW OPPORTUNITY
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JOB DESCRIPTION
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Position: Jr. Security Analyst
Location: Atlanta, Georgia, United States
Type: Permanent F/T
Closing Date: 2008-05-19
Security Analyst
** open to any of our locations
Summary:
Headquartered in Atlanta, with offices in Myrtle Beach,
Charlotte, and Chicago, SecureWorks is the fastest-growing
Internet security service in the world. SecureWorks is 79th
on the Inc 500 list of fastest-growing privately held
companies in the United States. Deloitte and Touche
recognized SecureWorks as the 39th fastest growing high-tech
firm in the nation. Additionally, SecureWorks has achieved
prestigious awards and certifications by The NSS Group and
Secure Computing magazine. http://www.secureworks.com
Provide accurate and timely solutions for a moderate to
complex scope of customer and/or systems software issues to
ensure customer satisfaction. Activities include responding
to, researching, and resolving service requests for
SecureWorks customers via incoming telephone calls, call
backs, and/or escalations. Document all communications with
customers. Work in a team environment with guidance from
other team members, Security Analysts, and management.
Key Responsibilities:
• Respond to inbound phone and electronic requests
for technical assistance with SecureWorks products. Manage
all customer situations in a professional and courteous
business manner with an emphasis on customer satisfaction.
Assess and escalate to next level as needed. Keep customers
abreast of problem status, set clear expectations and
provide timely follow-up to customers on a daily basis.
• Document all communications with customers and
intradepartmental constituents related to outstanding
technical issues in order to escalate to next level. Utilize
internal guidelines for effective call processing and
escalation of reported problems.
• Self directed Ongoing Training, plus structured
product or vendor related training. Keep up to date on
current product versions and/or new products during
specified schedules and/or off-peak hours
• Learn prerelease products in area(s) of support
responsibility in order to support them when released.
• Write technical articles for knowledge base.
• Participate in knowledge sharing with other
engineers and develop customer solutions efficiently.
Coordinate or participate in individual or team projects to
enhance the quality and efficiency of support.
Skills & Knowledge Requirements:
• Must have strong communication and problem
solving skills
• Must be able to manage customer accounts and
confidently and proactively communicate technical
information in order to ensure customer satisfaction.
JOB REQUIREMENTS
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• Bachelors degree in related field or equivalent
experience
• 2-4 years work experience in a customer service
role demonstrating excellent customer service principles and
high work ethic (reliable, punctual, etc.)
• Minimum 2 years working hands-on experience with
Windows and/or Linux/Unix operating systems
• Exposure to / experience with internetworking
technologies and protocols including TCP/IP and routers
(i.e. Cisco products) a plus
• Working knowledge of general software and
internet applications
CONTACT
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Please apply online at
www.secureworks.com
Please send resumes to
lhumphries secureworks.com
SecureWorks
Leslie Humphries
Human Resources Manager - Generalist and
Lhumphriessecureworks.com
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SECURITYFOCUS JOBS
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