Support Analyst
Trustwave - Chicago, IL

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Trustwave is a leading provider of compliance, web, application, network and data security solutions delivered through the cloud, managed security services, software and appliances. For organizations faced with today's challenging data security and compliance environment, Trustwave provides a unique approach with comprehensive solutions that include its TrustKeeper® portal and other proprietary security solutions. Trustwave has helped hundreds of thousands of organizations--ranging from Fortune 500 businesses and large financial institutions to small and medium-sized retailers--manage compliance and secure their network infrastructures, data communications and critical information assets. Trustwave is headquartered in Chicago with offices worldwide.
This Support Analyst position is a member of the Compliance Support team. The ideal candidate will have a strong customer service background, understanding of networking, a strong desire to grow in the area of Information Security, and an ability to investigate, understand, and explain technical aspects of compliance requirements to technical and non-technical individuals. In addition to possessing technical knowledge, a Support Analyst interacts extensively with customers and partners using polite professional etiquette.

Support Analysts perform the following duties:
  • Interface with a variety of customers over the phone and via email, in a polite, positive, and professional manner
  • Respond to needs and questions of customers concerning their compliance requirements
  • Take responsibility for customer satisfaction
  • Respond in a timely manner (within documented SLAs) to clients and internal colleagues
  • Document actions in tickets to effectively communicate information internally and to customers
  • Resolve problems independently; understand and follow escalation procedures
Strongly Desired Experience:
  • Excellent customer service skills
  • Excellent analytical thinking and problem solving skills
  • Ability to clearly communicate technical issues in a short and concise manner, often to clients and colleagues who are not trained in security
  • Strong verbal (phone) and written (email) communication skills
  • Deadline and detail oriented
  • Highly motivated and team oriented
  • Knowledge of networking protocols, including TCP/IP, basic firewall, routers and access control devices
  • 2 or more years of information technology, security, or networking experience
  • Technical Diploma
  • U.S. citizenship required
  • English: Fluent
  • Bachelors Degree in Information Technology
  • Certified in Security related Industry, Vendor or Professional Certification
  • 2nd language is also desired: Spanish, French, German, Chinese, Japanese

Trustwave - 19 months ago - save job - block
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About this company
7 reviews
Because a business can't live on cash alone, Trustwave helps credit card merchants and other businesses process secure transactions....