Cyware - Cybersecurity Technical Support Associate
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Requirements
• US Citizenship is a requirement of this position in accordance with 8 U.S.C 1324b(a)(2)(C) • Flexibility to work 2nd shift (2pm - 10pm EST) • Minimum of 2-3 years of experience with Zendesk or similar ticketing system. • Minimum 2-3 years of relevant experience in technical support. Software-as-a-Service (SaaS) support experience is required. • Cybersecurity experience is required. • Hands-on experience on Linux systems and administration. • Experience with log analysis for troubleshooting and problem identification.. • Understanding of IT product architecture would be preferred. • Network and System administration experience would be an advantage. • Exceptional listener and communicator; Strong verbal and written communications skills. • Ability to work in a fast-paced environment and multi-task on work assignments. • Strong organizational skills. • Able to work independently and in a team environment. • Excellent research and documentation skills. • Ability and interest to learn proprietary systems. • We're a lean team, so your impact will be felt immediately. If this all sounds like a good fit for you, why not join us? • You’ll love working at Cyware because • We foster an exciting and challenging start-up culture. • We’re not just employees. We’re people. We offer a comprehensive benefits package including time off, paid holidays, retirement plans, insurance coverage and much more. • We’re not just employees. We’re people. • We’ll invest in your career. Our company is growing quickly and we will give you the opportunity to do the same. You will have access to a number of professional development opportunities so that you can keep up with the company’s evolving needs. • We’ll invest in your career. • We offer competitive compensation packages. We deeply value the talent our team brings to the table and believe that fair and equitable total compensation packages are part of our commitment to everyone who works here. • We offer competitive compensation packages. • We value diversity of people, culture, and ideas.
Responsibilities
• Efficiently communicate updates, challenges and track the open tickets across teams for support service satisfaction for customers • Sync with the product engineering teams for timely resolution of customer issues. • Identify recurring / impactful issues and notify key stakeholders in timely manner for effective resolution and prioritization. • Own the customer success relation and build rapport with individual customers for long lasting relations. • Be the first point of escalation of long due service tickets. • Periodic engagements with customers for product and support reviews. • Measure and maintain the SLA for support tickets. • Liaise with customers in a timely manner for service satisfaction feedback. • Open and manage trouble tickets from Team bucket. Escalate issues to the next level technician that cannot be resolved using current knowledge. • Train with the team members to learn current and new product platforms. • Communicate with the customers and provide reassurance that the issue is being properly addressed. • Ensure that customer and partner issues and concerns are resolved in a timely manner ensuring satisfaction; drive regular and proactive communication of customer issues to appropriate teams & departments within Cyware as needed. • Discuss technology in simple, every-day terms; manage multiple clients and open tickets simultaneously. • Maintain a constant focus on customer service through patient, thoughtful responses and a pleasant, engaging disposition at all times.
Benefits
• The Customer Success Manager at Cyware is responsible for the technical parts of the processes for the implementation of customer success. This includes, but may not be limited to, customer onboarding, training, support, and technical enablement. • Come join an exciting cybersecurity product startup that just closed Series C funding round!
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