Remote Technical Customer Support Specialist

Summary

Join our team of innovators who are redefining insider risk management through cutting edge technology. We're seeking a Customer Support Specialist to provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction.

Requirements

• Minimum 2 years of relevant experience as technical support/support engineer/customer support or in a similar role
• Ability to navigate comfortably in Linux, Windows, and MacOS
• Good knowledge of working with ticketing systems
• Basic knowledge of SQL (PostgreSQL)
• Basic knowledge of servers
• A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills in English
• Strong interpersonal skills and ability to work with customers & cross-functional teams
• Has strong reading comprehension and attention to detail
• Has customer service experience and familiarity with ticketing systems or other written customer interactions
• Ability to translate intricate technical details to simple, understandable terms

Responsibilities

• Provide technical support to our customers
• Maintain high customer satisfaction while managing operational expectations
• Become a product expert and maintain a deep understanding of product functionality
• Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
• Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies
• Identify trends in support requests to help create long-term solutions

Preferred Qualifications

• ITIL methodology
• Agile methodology
• Development skills
• Basic understanding of B2B SaaS products, IT security

Benefits

• Competitive salary with a focus on a global market
• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Ongoing training and development opportunities