Triage Specialist

Summary

Join BlackCloak's Operations Team as a Triage Specialist, an entry-level role with growth potential in cybersecurity or client success. This client-facing position involves providing technical support and privacy advice to high-profile individuals. You will respond to client inquiries via phone, video conferencing, and email, working closely with other teams to ensure a positive experience. The ideal candidate possesses strong technical support experience, excellent communication skills, and a passion for client satisfaction. This role offers a competitive salary and a comprehensive benefits package, including remote work and various perks.

Requirements

• Around 2 years of experience in a technical support role
• Technical knowledge of operating systems such as Windows, macOS, iOS or Android
• Operate independently and efficiently to manage multiple tasks and priorities simultaneously
• Strong communication skills and ability to interface with clients

Responsibilities

• Answer and respond quickly and appropriately to customer questions, needs and requests and coordinate resources to meet those needs
• Participate as a tier 1 support technician as part of an on-call rotation
• Assist clients with technical support questions and issues
• Manage tickets and ticket queues ensuring all tickets are responded to within SLA’s
• Working knowledge of providing privacy and identity theft advice and guidance to clients on demand
• Manage and record client interactions within the CRM platform
• Contribute to client communications and education initiatives
• Maintain working knowledge of BlackCloak’s solutions, platform features and best practices
• Participate in knowledge transfer sessions, product training and other strategic initiatives as needed
• Participate in on-call shifts including nights and weekends, or as needed

Preferred Qualifications

Industry recognized information technology certifications a plus: CompTIA ITF+, CompTIA A+ or CompTIA Networking+

Benefits

• 100% Remote Company
• 100% employer-paid coverage for employees & 50% employer-paid coverage for dependents for medical (3 plan options), dental and vision plans
• Health Savings Account with BlackCloak contributions
• 100% Employer-paid life & short- and long-term disability insurance
• 401k with both traditional and roth options & an employer match for traditional contributions
• Company Equity
• Vacation and Sick Leave
• 10 Paid Company Holidays
• Wellness Days
• Paid Parental Leave
• Multiple off-sites and virtual events throughout the year
• In-home office stipend