Forcepoint is transforming cybersecurity by focusing on what matters most: understanding people’s intent as they interact with critical data and intellectual property wherever it resides. Our uncompromising systems enable companies to empower employees with unobstructed access to confidential data while protecting intellectual property and simplifying compliance. Based in Austin, Texas, Forcepoint supports more than 20,000 organizations worldwide. For more about Forcepoint, visit www.Forcepoint.com and follow us on Twitter at @ForcepointSec.

Forcepoint is bolstering its online customer experience and internal knowledge management and is looking for exceptional people to join the eSupport team. The eSupport Analyst will be a key contributor in the success of the Forcepoint Customer Support Portal, Community Forums, Knowledge Management systems and other eSupport initiatives. This role will leverage your experience in analytical problem solving, project management, technical writing and drive for exceptional customer experience. Individuals in this role contribute heavily to training and knowledge capture within the global support team. The eSupport Analyst also works closely with Product Engineering, Product Management, IT and Marketing for various projects as appropriate. This position will be located in Forcepoint’s Austin office.

Essential Functions

• Create, develop and tune content and web tools that results in an overall positive customer experience.
• Oversee the user experience to provide consistency, simplicity, and value in the online channels
• Collaborates with support and external teams resulting in eSupport improvements and project success
• Creates and edits technical documentation for inclusion in the support knowledge base
• Analyzes key metrics and user feedback to make content improvements
• Participate in requirements gathering and testing of eSupport applications and Websites as needed
• Assist with knowledge-sharing initiatives as well as product release training and documentation

Qualifications/Skills

• Bachelor’s degree in Computer Science or Information Systems or equivalent experience
• Flexibility, integrity and creative problem-solving skills
• Outstanding verbal and written communication skills
• Must be a team player and build good working relationships across all functions
• Ability to work in a fast-paced environment with multiple projects under tight deadlines with a can-do attitude
• Technical Writing experience it either a formal or informal capacity is a plus
• Experience working in a technical service and support area supporting enterprise customers is a plus
• Prior experience supporting Websense, Stonesoft, Sidewinder or Forcepoint products is a plus
• Domain knowledge in networking security is a plus