Tech Support Analyst 1

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Are you our next Untangler??  Do you have amazing sleuthing skills? 

If Sherlock is your middle name and you love a good puzzle, send us your skill set and let's investigate together! The Untangle customer support team seeks an enthusiastic, detail-oriented Support Technician with a passion to help customers. If you have network security and support experience and are looking to learn and grow in a role, this position is for you. This is a full-time, permanent position located in Arvada, Colorado.

No, nope, nah, this is not your standard drone/high turnover tech support job. The team consists of highly motivated, smart, hard working folks with a sense of humor. We believe the person answering the phone should completely understand our product and be able to solve the customer’s problem 99% of the time.... with a smile.  Our solutions and smiles transmit through emails, telephones, and even osmosis. Integrate with our team and join our Fun-tangle Family.

Are you a sleuther with the following characteristics?

  • Ability to communicate clearly and professionally, both verbally and in writing
  • Have a pleasant, patient and welcoming attitude
  • Strong decision making and analytical abilities
  • Detail orientated with a strong nose for sniffing
  • Excellent time management and organizational skills
  • Ability to work well within a team

Would you like to be our answer person, relaying solutions to make a positive impact to someone's day? If so, you'll be doing the following for us:

  • Provide technical support for a variety of Untangle network security products
  • Provide customer training, system optimization, system conversions
  • Create and maintain online documentation
  • Recognize, document and alert the supervisor of trends in customer calls.
  • Recommend process improvements.
  • Other duties as assigned.

JOB REQUIREMENTS

Mandatory:

  • Bachelor’s in related field or equivalent experience
  • Experience with online ticketing systems
  • Advanced understanding of networking (IP routing, Port, Protocols)
  • 2+ years of experience in a customer support/help desk capacity
  • Knowledge of all OS’s
  • Manage Linux systems from the command line

Preferred:

  • 5+ years experience providing technical support in a B2B organization
  • Previous experience with Zendesk

About Untangle

Untangle makes an integrated suite of security software and appliances with enterprise-grade capabilities and consumer-oriented simplicity. Untangle’s award-winning software is trusted by over 400,000 customers, protecting nearly 5 million people, their computers and networks. Untangle is committed to putting its transparently priced software directly in the hands of its users for evaluation via free download. With this try-before-you-buy approach, Untangle enables organizations to take control of their systems within minutes and at no risk. Untangle is headquartered in San Jose, California.

Location: Arvada, CO
Apply for this Position Job code: 1146-18-500
Apply at: https://untangle-inc.hiringthing.com/job/92653/tech-support-analyst-1