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Senior Client Care Analyst (Customer Support & Quality Assurance)

Department: Client Care
Reports to: Director of Client Care

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Vanguard Integrity Professionals provides enterprise security software for large enterprises and government agencies that need to solve complex security challenges and meet regulatory compliance requirements. Vanguard’s security management, identity authentication, and auditing and compliance solutions are easy to use and provide a rapid return on investment. With Vanguard’s solutions, major corporations and government agencies can lock down their mainframes, networks and cloud-based systems.

Basic Purpose


Manage and Analyze customer inquiries for all products and services and ensure timely resolution, and assist for all services offered by organization and ensure resolution for customers. Coordinate with various departments and customer and resolve all technical and operational issues with all vanguard products and Services

Essential Job Duties & Responsibilities


  • Professionally facilitates customer satisfaction by promptly resolving all customer issues.
  • Research customer inquiries and report case status.
  • Handle all customer calls directly and escalate other calls as appropriate.
  • Maintain a high level of customer communication via email, phone, fax, etc.
  • Issue product temporary datecodes for product evaluation and disaster recovery.
  • Maintain Customer Support Database (Heat)
  • Record every incoming request for service into Customer Support Database.
  • Proof product documentation for content and quality.
  • Assist Quality Assurance staff.

Education and Training


  • Must have a bachelor’s degree, trade school or 10+ years experience in Information Systems.
  • Must have at least 3 years experience in the Customer Support functions.
  • Must be fluent in English

Qualifications/Skills and Abilities


  • Must have in depth knowledge of the z/OS operating environment.
  • Must have at least Intermediate knowledge of RACF (command level, utilities, etc.).

Vanguard Integrity Professionals is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Vanguard Integrity Professionals are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.