What are the responsibilities and job description for the Thrive Support Advocate position at Trellix?
Job Title:
Thrive Support Advocate
About Trellix:
Trellix is a global company redefining the future of cybersecurity and soulful work. The company’s comprehensive, open and native cybersecurity platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix, along with an extensive partner ecosystem, accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security. More at https://trellix.com.
Role Overview:
The Thrive Support Advocate (TSA) service provides customers with a dedicated point of contact and advisor for managing customer support cases and navigating the complexities of their service requests and Trellix solutions. This role not only facilitates monthly reports on service requests and flex credit consumption but also delivers insights into best practices and new services that could benefit the customer. As a Trellix generalist, the Support Advocate coordinates with other product-specific DSEs/SMEs to ensure that the most relevant and helpful information is consistently provided, enhancing the customer's experience and the effectiveness of their Trellix solutions.
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.
Thrive Support Advocate
About Trellix:
Trellix is a global company redefining the future of cybersecurity and soulful work. The company’s comprehensive, open and native cybersecurity platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix, along with an extensive partner ecosystem, accelerates technology innovation through artificial intelligence, automation, and analytics to empower over 50,000 business and government customers with responsibly architected security. More at https://trellix.com.
Role Overview:
The Thrive Support Advocate (TSA) service provides customers with a dedicated point of contact and advisor for managing customer support cases and navigating the complexities of their service requests and Trellix solutions. This role not only facilitates monthly reports on service requests and flex credit consumption but also delivers insights into best practices and new services that could benefit the customer. As a Trellix generalist, the Support Advocate coordinates with other product-specific DSEs/SMEs to ensure that the most relevant and helpful information is consistently provided, enhancing the customer's experience and the effectiveness of their Trellix solutions.
- Provide monthly reports that detail account service requests, flex credit consumption, and offer insights into optimizing your security infrastructure.
- Ensuring that support issues are moving properly toward resolution.
- Provide strategic guidance on implementing new services and best practices tailored to customer specific operational environment and security needs.
- Deliver bi-annual business reviews to help evaluate the effectiveness of your Trellix solutions and support services, aiming for continuous improvement.
- Will manage and deliver reference product materials and collect feedback to enhance the overall service quality and relevance to your organization.
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
