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Job Details

Service Desk Analyst

Company name
Carbon Black, Inc

Boulder, CO

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Why Carbon Black?

At Carbon Black, you’ll have the chance to make an impact in the ever-evolving cybersecurity space. Our advanced technology tackles even the toughest challenges and stays ahead of the latest threats.

If you want to join an agile company that’s building bleeding edge technology in the cloud, Carbon Black is the place for you. Driven by passionate people who are dedicated to making the world safer, it’s no wonder we’ve been named a “Top Place to Work” by the Boston Globe for three consecutive years. Join us!

Why You Matter

The Service Desk Analyst is part of a team that is the first line of contact for customers experiencing issues with installation, configuration, operation and management of Carbon Black solutions. They are, in many ways, the post-sale “face of Carbon Black” and must be passionate about helping our customers solve problems with a sense of urgency.

As a Carbon Black Service Desk Analyst, you will provide the first level of contact for queries via phone, email and the web portal of the CRM solution. Queries will range in complexity from ‘how to’ questions, setting up portal access through basic troubleshooting. A successful candidate will have excellent customer service skills as well as good analytic and troubleshooting skills. This resource will be responsible for basic diagnosis and analysis of customer issues and be expected to provide first level analysis and documentation to the Tier2 support team.

What You’ll Do

Provide exceptional customer service while responding to phone, e-mail and online requests for technical support

Provide attention to cases according to Service Level Agreements and customer status

Provide Tier1, first point of contact and basic troubleshooting for customer issues

Conduct customer follow ups for existing cases

Handle portal access requests and issues for customers

Assist customers in basic installation and deployment of Carbon Black’s software products

Clearly identify, document, and find solutions for customer issues and product problems

Escalate critical customer situations to the appropriate level of management and Tier2 support

Participate in Knowledge Centered Service training to become a licensed publisher and contribute to the company knowledgebase

Participate in a variety of team projects to ensure data integrity and usefulness of the knowledge base

What You’ll Bring

1 years’ experience in a customer service or help desk supporting software technology

Bachelor’s degree in Computer Science or equivalent

Adaptable, professional, courteous, motivated and works well on their own or as a member of a team

Excellent Customer Service skills and a demonstrated success exceeding customer expectations

Exposure to MS SQL Server technologies

Basic familiarity with software distribution, patch management, and anti-viral technologies a plus

Familiarity with analysis and debugging skill a plus

OSX or Linux experience a plus

Who We Are

Carbon Black is the leading provider of next-generation endpoint security. Carbon Black’s Next-Generation Antivirus (NGAV) solution, Cb Defense, leverages breakthrough prevention technology, “Streaming Prevention,” to instantly see and stop cyberattacks before they execute. Cb Defense uniquely combines breakthrough prevention with market-leading detection and response into a single, lightweight agent delivered through the cloud. With more than 13 million endpoints under management, Carbon Black has more than 3,600 customers, including 30 of the Fortune 100. These customers use Carbon Black to replace legacy antivirus, lock down critical systems, hunt threats, and protect their endpoints from the most advanced cyberattacks, including non-malware attacks.

Carbon Black, Inc. is an EEO/AA employer. Carbon Black is an inclusive employer that believes in workplace equality, supports diversity, creates a welcoming environment, and respects the unique qualities each individual brings to the company.

Job Location(s):

Boulder, CO, US

Company info

Carbon Black, Inc
Website :

Company Profile
Carbon Black leads a new era of endpoint security by enabling organizations to disrupt advanced attacks, deploy the best prevention strategies for their business, and leverage the expertise of 10,000 professionals to shift the balance of power back to security teams. Only Carbon Black continuously records and centrally retains all endpoint activity, making it easy to track an attacker’s every action, instantly scope every incident, unravel entire attacks and determine root causes. Carbon Black also offers a range of prevention options so organizations can match their endpoint defense to their business needs. Carbon Black has been named #1 in endpoint protection, incident response, and market share.

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