Virtru

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Customer Support Analyst

Customer Success | Washington, DC | Full Time

Job Description

Customer Success | Washington, DC | Full Time | Entry Level (U.S. Citizenship Required)

 

About Virtru

We believe that privacy is a fundamental human right, and that businesses, governments, and other institutions have a responsibility to protect sensitive content. Our award-winning privacy products make it easy for organizations to fulfill this obligation and share their data with confidence.

Today, millions of individuals and more than 5,000 organizations trust Virtru to secure the information that they create, share, and store. From hospitals to media giants to government organizations, Virtru makes personal and business privacy a reality. Read the full Virtru story featured in Fortune.

 

About the Role

Virtru is looking for a first line support analyst to join our growing team in Washington, D.C. You will be responsible for helping customers deploy, troubleshoot, and get the most out of Virtru’s encryption products. You’ll need to distill complex, technical concepts into straightforward solutions for our customers and be comfortable working with engineers, sales reps, and C-level executives alike. Responsibilities include:

  • Provide phone and email support to Virtru customers

  • Troubleshoot, isolate, reproduce, and document new problems

  • Prioritize and track technical issues

  • Escalate issues to the Engineering team as necessary and follow through on solutions

  • Enhance Virtru's support resources: FAQs, documentation, and internal knowledge base

  • Assist Support leadership with reporting and issue analysis

  • Identify and lead internal improvement initiatives to reduce support inquiries

  • Provide actionable product feedback to inform development decisions

About You

  • Bachelor’s degree from a 4-year college or equivalent (required)

  • Proactive, positive, customer-oriented attitude

  • Strong technical aptitude, analytical, and troubleshooting skills

  • Experience working in a customer-facing role (support, retail, service industry, etc.)

  • Exceptional written and verbal communication skills

  • Strong organizational and prioritization skills

  • Comfortable interacting with both technical and non-technical customers and colleagues

  • United States citizenship is required for this role

Extra Credit (Not required but will come in handy!)

  • Experience with any or all of the following: webmail, SMTP, Chrome, Firefox, IE, Edge, Android apps and IOS apps, G Suite administration, MS Office 365 administration

  • CS-related coursework

  • Experience with a support ticketing system (ZenDesk, Desk.com, or other)