Thrive Support Advocate (TSA)

Job Title:

Thrive Support Advocate (TSA)

About Trellix:

Trellix is the cybersecurity company transforming security operations with artificial intelligence (AI), analytics, and automation to create a resilient digital world. Our market-leading AI-powered XDR Platform learns and adapts to disrupt active threats and empower CISOs with living security. The platform’s open architecture and broadest set of native security controls across endpoint, email, network, cloud, and data security integrates with over 500 third-party tools to create multi-vector, multi-vendor event correlation and context to speed up investigations. The Trellix Advanced Research Center provides an additional layer of protection by continuously informing the platform on the latest threat actor TTPs (techniques, tactics, and procedures) and recommendations from millions of global sensors. Trellix and an extensive partner ecosystem accelerate technology innovation and empower over 40,000 business and government customers to build confidence in the protection and resilience of their operations. Learn more at Trellix.com.

Role Overview:

In the role of Thrive Support Advocate (TSA) you will report directly to the Senior Manager of Technical Support. You will manage accounts where a TSA is assigned. TSA will be assigned to key accounts that purchase that flex service at the time of renewal or new purchase. TSA will coordinate/collaborate with the Customer and Internal Team Partners to drive successful use of product usage by building strong relationships and prioritizing technical cases, while aligning with business strategies

The Thrive Support Advocate is a point of contact and advisor for the customer regarding status and driving of technical support case prioritization. The TSA will work with the customer to provide a monthly report and updates on service requests, flex credit consumption, and best practices. The TSA is a Trellix generalist and will coordinate with other product Engineers, DSE/SME’s for input to ensure most relevant information is shared with the customer account.

About the Role

• Support case reporting trends across customer portfolio
• Bi-annual support business review
• Deliver reference product materials and feedback
• Advise on new services relevant to the customer environment
• Monthly support reporting as agreed
• Provide updates as needed
• Resolve Trellix product issues using knowledge and available tools 
•  Assess and understand the impact, severity and urgency of issues 
•  Facilitate conference calls / remote sessions with Customers

About You:

• Excels in customer relationship management and thrives in that environment
• Highly skilled at compiling account data and analyzing those results
• Excellent meeting management and presentation skills
• Understanding of support processes, customer management/handling skills
• Experience working with supported operating systems
• Result and goal orientation in a group situation and commitment to customer satisfaction
• Communicates information in a straightforward and clear manner 
• Customer service mindset  and strong ability to multitask and prioritize job requirements
• Demonstrated customer service skills 
• Excellent written/verbal communication and presentation 
• Strong ability to clearly articulate products

• Highly Proficient in presentation preparation and delivery
• 2+ years of experience in a Customer Service environment
• Must be a US Citizen

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.