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 answer client inquiries via phone, video conferencing, and email, working with other teams to ensure a positive experience. The ideal candidate possesses around two years of technical support experience and strong communication skills. This is a fully remote position within the USA, offering a competitive salary and comprehensive benefits.

Requirements

• The ideal candidate will have 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
• This position will rotate between 1st (day) and 2nd (evening) shifts supporting Eastern, Central, Mountain and Pacific Time Zones
• 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, within the USA
• Comprehensive Medical, Dental, and Vision plans with 100% employer-paid monthly premiums for employees & 50% employer-paid monthly premiums for dependents
• Health Savings Account with company contribution for eligible medical plans
• Flexible Vacation Plan
• 10 Paid Company Holidays
• 100% employer-paid Life, AD&D and Short- and Long-Term Disability Insurance
• 401k with Traditional and Roth options, including employer match
• Company Equity
• Paid Parental and Pregnancy Recovery Leave
• Company and team off-sites and virtual events throughout the year
• Home office stipend