Associate Customer Success Manager

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Requirements:

• Experience supporting enterprise customers in a technical customer support or specialist role
• Passionate about working on technical and data related issues
• Troubleshooting, problem-solving, and critical thinking skills
• Great client-facing skills, both written and verbal communication skills
• Experience with standard desktop applications, SAML, APIs and SaaS products
• Basic understanding of cybersecurity

Responsibilities:

• Provide prompt and efficient technical assistance to our customers through our ticketing system, web meetings or phone
• Monitor work queues as needed to maintain balanced workloads and achieve turn-around standards, ensuring quality support
• Troubleshoot and resolve customer issues, answer inquiries, and offer guidance on product usage, in a clear and efficient manner
• Gain product expertise and stay up-to-date on product enhancements, new features, and technical documentation to effectively assist customers
• Document customer interactions, including details of inquiries, troubleshooting steps, and resolutions, in our ticketing system
• Share knowledge as trends appear in customer requests, creating articles for the Flashpoint Help Center
• Collaborate with internal teams such as Engineering and Product Development to escalate and resolve complex technical issues
• Deliver great customer service while partnering with our Customer Success Managers to enable customers to focus on threats that matter, make smarter decisions and protect their people, places and assets