Technical Success Specialist
New
B
BlackCloakCybersecurity
United StatesFull-TimeEntry
Salary55,000 - 70,000 USD per year
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Job Details
- Experience
- Around two years in technical support, customer success, or an IT help desk role
- Required Skills
- AndroidCybersecurityCustomer SuccessiOSTechnical support
Requirements
- Around two years in technical support, customer success, or an IT help desk role
- Technical working knowledge of major operating systems, including Windows, macOS, iOS, and Android
- Exceptional verbal and written communication, and the ability to resolve client issues by phone and email
- Highly developed service instincts, including empathy and relationship building
- Ability to organize, prioritize, and work autonomously in a remote environment under pressure
- Close attention to detail
- Willingness to travel in limited circumstances
- Cybersecurity, privacy, identity theft, fraud, data breach, or risk and compliance experience is a plus
- CompTIA ITF+, A+, or Network+ certification is a plus
- Experience working directly with executive-level clients is preferred
- Privacy certification such as CIPP is a plus
Responsibilities
- Serve as the first point of contact for client questions, needs, and technical issues, and resolve them quickly
- Manage tickets and ticket queues so every client issue is answered and resolved within our SLAs
- Enroll clients’ computers and mobile devices onto the BlackCloak platform
- Advise clients on privacy and identity theft matters, drawing on established best practices
- Coordinate internal resources across Account Success and Cybersecurity to resolve complex client needs
- Record every client interaction in our support and Client Success tools, and contribute to client education materials
- Take part in knowledge transfer sessions and product training, and support client-facing initiatives and events
- Work regular Saturdays and Sundays, and participate in on-call shifts for client support, including nights and holidays
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