Thycotic, a global leader in IT security, is the fastest growing provider of Privileged Access Management solutions that protect an organization’s most valuable assets from cyber-attacks and insider threats.We have over 10,000 customers worldwide ranging from small IT shops to Fortune 5 companies and are adding new customers each day!
We are Rated #1 in customer satisfaction, achieving a 96% renewal rate!
We are among Inc. 5000 Fastest Growing Companies six years in a row!
POSITION SUMMARY
The Support Information Management Representative is a member of the Support Knowledge team that is driven to solve team and customer issues through the creation of articles, videos and interacting with the Thycotic community. The candidate we are looking must be able to write clear and concise articles in English, create how-to videos and capture/implement pictorial support. The individual requires a technical background in networking, cybersecurity or IT infrastructure to be successful in the creation of the technical articles.
This position is based in the Philippines and will report to the U.S. Knowledge Team Lead.RESPONSIBILITIES
Create articles based on the top ten (1) failure areas that customer experience
Create videos to reduce customer and team member time to solution
Capture pictures from the software that supports and clarifies article steps
Build customer solution journey maps ensuring we are solving issues across a topic area
Test and verify that other team member articles are accurate and functional prior to publicationSKILLS & REQUIREMENTS
Degree in technical writing with English focus and expertise
Driven to learn the products quickly
Ability to document and message solutions in a stepped out, process manner
Ability to communicate with team and customers via documentation to properly solve their issues and reduce inbound workload via cases
Ability to work as a team to create customer journey maps and improve customer success with self-serve
Ability to work flexible hours
WHY WORK AT THYCOTIC?
We’re passionate problem-solvers doing our part to make the world a safer place. We invest in people who are smart, self-motivated and collaborative.
What we offer in return is meaningful work, a culture of innovation and great career progression!
Thycotic was awarded “Best Places to Work” in 2019 in recognition of the hands-on experience and growth opportunities available here, as reported by employees. A focus on employee advancement and our ethos of respect are just some of the reasons why people love working here!
Thycotic is an Equal Opportunity Employer and does not discriminate on the basis of race, ancestry, national origin, color, religion, gender, age, marital status, sexual orientation, disability, or veteran status.
Upon conditional offer of employment, candidates are required to complete a criminal background check and drug screen per Thycotic employment policy. In addition, all publicly posted social media sites may be reviewed.
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