Job description
Who Is BeyondID?
BeyondID is a rapidly growing global organization with the opportunity to grow personally and professionally. As a leading provider of managed identity and cybersecurity services, our mission is to help companies become more secure, agile, and future-proof. We care deeply about our team members, customers, partners, and investors. We are a diverse and inclusive organization that lives by its core values every day. And we foster a culture that's fun, supportive, and transparent, with a growth mindset. BeyondID is proud to assist companies such as ATN International, Bain Capital, Biogen, Discount Tire, FedEx, Gundersen Health Systems, Johnson Financial Group, and Major League Baseball to acquire, deploy and manage the best-of-breed identity, cybersecurity, and cloud platforms. BeyondID is backed by Tercera, an investment firm specializing in the $460B cloud professional services market.
This role will be on-site in our new Allen, TX SOC office.
The ideal Customer Service Support Engineer is an articulate and empathetic individual that understands and can communicate with our valued customers in technical and non-technical terms. The right individual has a sense of urgency and understands the challenges organizations face when implementing and integrating cloud technologies into complex IT environments. You will have technical depth and a customer-first mentality, the motivation to take the initiative to own and resolve customer issues, and an interest in working in a dynamic, fast-growing, learning environment. The successful candidate will have strong customer relations and customer facing experience, will be able to handle customer renewals, and customer success metrics, with the right balance of technical skills.
MUST HAVE 2-5 years of Direct client interaction AND be responsible or part of the conversation for customer satisfaction, success, renewals, and contract negotiations.
At BeyondID we believe in investing in our staff. Once hired you will have the opportunity to obtain company paid Okta Certified Professional and Okta Certified Administrator certifications within 90 days of employment!
What you will do:
- Be a valued resource for our customers and provide trusted and reliable direction to help customers integrate, deploy and maintain their Okta and other SaaS Services.
- Provide full cycle ownership of customer requests, proactively solving problems before they have a business impact.
- Provide technical support with a high comfort level for client facing.
- Become a trusted extension of our customers team by delivering proactive solutions including weekly and monthly reports.
- Document work performed and record time accurately.
- Provide effective and timely communication on reactive work per customer request.
- Work effectively to stay on delivery plan with each customer.
- Have a real passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
- Ability to learn new technologies quickly.
- Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, video conference calls.)
- Ability to remain calm, composed, and clear when dealing with difficult customer situations.
- Performs other duties as assigned.
- Strive to live our core values: Innovation, Integrity, Growth and Raving Fan!
What you need:
- MUST HAVE 3-5 years of Direct client interaction AND be responsible or part of the conversation for customer satisfaction, success, renewals, and contract negotiations.
- 3-5 years of experience with SAML, Oauth, SSO, LDAP or WS Federation.
- 3-5 years of experience with SaaS applications such as Office 365, Azure, Box, Sales force, Zoom, etc.
- Currently possess or willingness to obtain company paid Okta Certified Professional and Okta Certified Administrator certifications within 90 days of employment.
- Excellent verbal and written communication skills.
- Excellent interpersonal and conflict resolution skills.
- Excellent organizational skills and attention to detail.
- A Passion for our mission to assist companies to become more secure, agile, and future proof.
- Understanding of Identity Access Management solutions preferred.
- SOC experience preferred.
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.
Equal Employment Opportunity
It is the policy of BID to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
Phishing Alert
Please note that BID only contacts candidates through BID email address (ending with @beyondid.com).
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