Support Analyst

Breach Secure Now is hiring a Support Analyst to join our growing Support Team. In this position, you will deliver exceptional technical assistance with a customer-focused approach to our users and partners as they navigate our innovative platforms.

As a fully-remote team member based in the US, you will work from your home office during standard business hours in the Eastern Standard time zone. You will have access to the necessary tools for seamless collaboration with colleagues across the United States, ensuring efficient communication with the team and our partners.

You will provide essential support and technical assistance to end users and partners utilizing our platforms, guiding them through task completion and troubleshooting issues via diagnostic tests and remote support sessions. We consider the mission of the Support Team to be a pivotal service role within our organization. This position demands outstanding customer service and communication abilities, adept problem-solving skills, and a proficiency in implementing established best practices.

Primary Responsibilities:

• Serve as the first point of contact for users seeking technical assistance over multiple communication channels such as phone, e-mail, live chat, or remote meeting session following SLA requirements
• Create and update service requests in our Help Desk issue tracking system
• Educate users and walk them through proper ways to utilize software to resolve issues
• Assist end users on the use of client services and best practices
• Escalate unresolved issues to the next level of support personnel
• Identify and suggest possible improvements on procedures
• Participate in QA testing of bug fixes and or necessary regression testing of the system once fixes are in place

Qualifications:

• Bachelor's degree in Computer Science or related field, or equivalent experience
• Demonstrated aptitude and experience in customer-facing roles, with strong customer service skills
• Extensive Managed Service Provider (MSP) support experience is a plus
• Proficiency with Microsoft Entra/Exchange, Zendesk (Admin Role) and Jira is preferred
• Leadership experience managing a small team is preferred
• Excellent verbal, written, and interpersonal communication skills
• Strong analytical and problem-solving skills
• Superior understanding of computer hardware and software systems
• Excellent time management skills
• Ability to prioritize tasks and to delegate them when appropriate
• Proficient with Microsoft Office Suite or related software
• Ability to explain technical issues to technical and nontechnical employees and customers
• Proficient with or the ability to quickly learn an array of computer hardware and software

About Breach Secure Now (BSN):

BSN is the leading provider of cybersecurity, AI, and productivity training solutions for MSPs and their SMB clients. BSN’s mission is to empower organizations with the knowledge and innovative tools necessary to enhance efficiency, drive growth, and secure their business environments. With their award-winning approach to training delivery, BSN ensures that their MSP partners are delivering best-in-class solutions that not only guarantee training retention but also enhance the learning experience for SMB clients, making the process enjoyable and effective.

Working With Us:

We take pride in our innovative, engaging, and collaborative company culture. At Breach Secure Now, you will find opportunities to grow professionally, develop new skills, and gain experience in the rapidly growing cybersecurity industry. We offer a range of benefits and opportunities that make working with us rewarding:

• Competitive compensation
• Comprehensive benefits including health, vision & dental insurance
• 401(k) plan with company matching
• Vacation, PTO & paid holidays
• 100% Remote flexibility
• Monthly home office expense reimbursement
• Monthly employee engagement bonus

Breach Secure Now is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.