Support Services Coordinator at LogRhythm

| Greater Boulder Area
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Support Services Coordinator

LogRhythm, a Thoma Bravo company, empowers more than 4,000 customers across the globe to measurably mature their security operations program. LogRhythm’s award-winning NextGen SIEM Platform makes the world safer by protecting organizations, employees, and customers from the latest cyberthreats. It does this by providing a comprehensive platform with the latest security functionality, including security analytics; network detection and response (NDR); user and entity behavior analytics (UEBA); and security orchestration, automation, and response (SOAR). Learn how LogRhythm empowers companies to be security first at logrhythm.com

Who we are looking for:

We are looking for a Support Services Coordinator to join our team in Boulder, CO. As a member of our team, you will provide our customers with a professional experience from the moment they contact LogRhythm Support. As the voice of LogRhythm Support, you must be well-spoken, have strong written and verbal communication skills, well-organized, technical or a desire to become technical, patient, friendly, and highly professional. You will route all incoming support calls and tickets to their proper tier. This role can serve as a great springboard into the Technical Support Engineer role.

Here’s an overview of the responsibilities & challenges ahead:

  • Manage a high volume of inbound calls for the Support Service department
  • Create and route all new support tickets, connect customers quickly to support engineers, and ensure that SLAs (Service Level Agreement) are being met.
  • Process customer escalation requests in a timely manner
  • Provide ways to help customers discover and use self-help content
  • Answer customer questions and provide documentation regarding the product
  • Responsible for handling customer requests for non-technical assistance
  • Able to work cross departmentally to ensure customer satisfaction
  • Responsible for delivering “Customer Orientation” webinars
  • Manages various other assignments that may arise in relation to support cases and customer calls

About you:

  • 2+ years in a Customer Service environment
  • Strongly oriented to customer service and has a strong attention to detail
  • Excellent communication skills, verbal and written
  • Technically minded
  • Articulate, good telephone demeanor and positive attitude
  • Knowledge of Microsoft Office tools
  • Ability to pick up new technology – New Voice Media, Confluence, Salesforce experience preferred
  • Highly self-motivated, organized and able to adapt to changing priorities in a fast-paced environment
  • Resourceful and creative

Salary and Other Compensation;        

  • The annual starting salary for this position is between $50,000-$55,000 depending on experience and other qualifications of the successful candidate.

Benefits:

LogRhythm offers the following benefits for this position, subject to applicable eligibility requirements;


  • Medical
  • Vision
  • Dental
  • HSA
  • FSA
  • 401k plan
  • Flexible time off
  • Employee assistance program

Additional information;

  • Created:/ Revised Date: - 16, June 2021
  • Reporting to: - Support Services Manager
  • Location: - Boulder, Colorado (will consider US remote working)
  • Employment Status: - Full Time
  • FLSA/ Applicable State Law Status- Except

Workplace equality & inclusion are not just words or topics for LogRhythm, they are part of our core values, beliefs, and integral to our company culture. We hire the best of the best and do not discriminate based on race, gender, age, religion, sexual orientation, identity, or other personal factors. LogRhythm was built on the principals of innovation, dedication, creativity, and commitment. It is through these key areas we were able to grow as an equal and inclusive workplace, one where our employees feel respected and safe in.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The company reserves the right to modify this information at any time, subject to applicable law.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • PythonLanguages

Location

4780 Pearl East Circle, Boulder, CO 80301

What are LogRhythm Perks + Benefits

LogRhythm Benefits Overview

Free Food- Lunch every Friday is on us. And to get you through those other days, there’s Monday cinnamon rolls, fro-yo gatherings and plenty of birthday cake.

LoGiving- We are dedicated to giving back and empowering our employees, customers, and communities.

Wellness- We are competitive when it comes to wellness. Sign up for our activity competition and get a free fitness tracker. Discounted gym memberships, annual health screenings and flu shots are here for you, too.

While at work- On-site yoga, gym, pool bikes, ping-pong, foosball and weekly meditation. Or get outside on the Boulder Creek Path.

Employee referral program- We know the best people know the best people.

Health- Benefits include top-of-the-line health insurance and a generously funded HSA.

Work life balance- We mean it. Flex time off, 12 sick days, 9 company holidays and company-sponsored volunteering opportunities. Oh and take your birthday off — it’s policy.

Culture
Volunteer in local community
Our employees participate in a number of volunteer activities every year, such as the Pedal 4 Possible charity bike ride and Boulder Open Space cleanups.
Partners with Nonprofits
Every year, we run donation drives for Coats for Colorado and Community Food Share. We also participate in a number of other activities organized by our Logiving committee.
Friends outside of work
Eat lunch together
Intracompany committees
To support our community, LogRhythm created Logiving, a committee of LogRhythm employees across the company dedicated to giving back. To read about their work, visit logrhythm.com/about/logiving/
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Dedicated Diversity/Inclusion Staff
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
LogRhythm employees can contribute up to $2700 annually to their FSA for the 2019-2020 plan year.
Disability Insurance
Disability insurance covers 60% of base weekly pay for short-term disability insurance and 60% of base monthly pay for long-term disability insurance.
Dental Benefits
Vision Benefits
Health Insurance Benefits
LogRhythm provides health insurance benefits.
Life Insurance
Life insurance is offered in $10,000 increments up to $1,000,000 or up to six times annual salary, whichever is less.
Pet Insurance
LogRhythm provides access to pet insurance.
Wellness Programs
LogRhythm's health and wellness programs include the bi-annual Biggest Logger competition and corporate discounts to certain fitness clubs.
Onsite Gym
Team workouts
LogRhythm's fitness offerings include an on-site gym, yoga classes, and the bi-annual Biggest Logger competition.
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
LogRhythm provides up to 8 weeks of parental leave (and 12 weeks of FMLA) for the primary caretaker and the secondary caretaker.
Flexible Work Schedule
LogRhythm provides employees with a flexible work schedule, including flexible start and end times.
Remote Work Program
Our remote work program includes full-time remote work for specific positions, as well as the ability for on-site employees to work remotely as needed.
Family Medical Leave
Company sponsored family events
LogRhythm offers multiple family-oriented events every year, including Logtoberfest, Bring Your Child to Work Day, and Bring Your Dog to Work Day (DogRhythm).
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
LogRhythm offers paid sick days.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Company outings at LogRhythm include Logtoberfest and summer happy hours.
Game Room
Stocked Kitchen
LogRhythm has fully stocked kitchens, including unlimited coffee, tea, soda, and sparkling water. There are also vending machines in each building.
Some Meals Provided
Happy Hours
Happy hours are hosted on occasion .
Parking
LogRhythm offers employees free on-site parking.
Pet Friendly
LogRhythm participates annually in Bring Your Dog to Work Day.
Recreational Clubs
LogRhythm sponsors office sports leagues, including softball and hockey.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
LogRhythm encourages professional development, including by offering opportunities for on-site and virtual training.
Diversity Program
Lunch and learns
LogRhythm hosts lunch and learn meetings for employees throughout the company.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes leadership mentoring.
Online course subscriptions available

Additional Perks + Benefits

Flexible Paid Time Off, Birthdays required off. Free Food Fridays. Yoga and Meditation Classes. Foosball, Ping Pong and Arcade Games.

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