Remote Customer Support Specialist

Summary

Join Immersive Labs, the leader in people-centric cyber resilience, as a Customer Support Analyst and contribute to delivering best-in-class customer service while helping organizations optimize their cyber workforce.

Requirements

• Have demonstrated experience in customer service and are passionate about the customer experience
• Possess technical aptitude or familiarity with software concepts
• Ability to troubleshoot technical queries
• Problem solving skills

Responsibilities

• Provide support & guidance to professionals across our customer base that use the Immersive Labs platform
• Help customers navigate a variety of tools & features within Immersive Labs
• Maintain comprehensive knowledge of Immersive Labs to diagnose software issues, engaging with our product and engineering teams to solve more complex product issues
• Work closely with teams across the organisation in support of customers
• Respond to customer tickets inline with our defined SLAs
• Speak directly with customers to ensure smooth resolution of support tickets

Benefits

• Time off, flexible and remote working so you can work when is best for you
• 25 days annual leave + 2 volunteering days and your birthday off
• The longer you are with Immersive Labs, the more holiday days you get, up to a maximum of 30 days after five years of service
• Enhanced parental leave
• Mindfulness groups
• Critical illness cover
• 7% matched pension
• Private healthcare plan
• Career and learning development through the platform and our ‘Learn Anything’ fund
• Recognition & Rewards for doing great work and living our values and behaviours
• Informal or formal flexible working options, e.g. flexible start and finish times, reduced hours, job share, remote working