Technical Success Specialist

🕒 5 dias atrás

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BLACKCLOAK

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🔒 Cibersegurança

☁️ SaaS

💰 $11.000.000 Series A em 2021-07

Cybersecurity • SaaS

BLACKCLOAK é uma plataforma de cibersegurança e privacidade de concierge premiada, focada em fornecer serviços de proteção executiva digital. A plataforma é projetada para proteger indivíduos, famílias e corporações de ameaças cibernéticas, assegurando dispositivos pessoais, redes domésticas e dados privados. A BLACKCLOAK atende indivíduos de alto valor, incluindo executivos e empresas, oferecendo soluções de cibersegurança personalizadas para mitigar riscos associados a dispositivos conectados à internet e vulnerabilidades de dados pessoais. Com um aplicativo e painel abrangentes, a BLACKCLOAK fornece monitoramento de segurança em tempo real e resposta a incidentes, ajudando a proteger vidas digitais contra ataques cibernéticos.

Descrição

• Serve as the initial point of contact to answer, respond to, and resolve client questions, needs, and technical issues • Manage tickets and ticket queues, ensuring client issues are responded to and resolved within established SLAs • Provide advice and guidance on privacy and identity theft matters • Coordinate Account Success and Cybersecurity resources to resolve complex client inquiries • Enroll clients’ mobile and computer devices onto the BlackCloak platform • Record all client interactions in the designated Support platform and Client Success tools • Maintain knowledge of BlackCloak solutions, platform features, and best practices • Contribute to client communications and education initiatives • Participate in knowledge transfer sessions, product training, and strategic initiatives • Support external and internal customer-facing initiatives and events • Regularly work Saturdays and Sundays and participate in on-call shifts, including nights and holidays • Establish and maintain client relationships through phone, video conferencing, and email to deliver successful onboarding • Analyze and proactively resolve technical, cybersecurity, and privacy issues • Collaborate with Account Success, Security Operations, and Product teams

🎯 Requisitos

• Approximately 2 years of experience in technical support, customer success, or IT help desk • Experience in cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is highly desirable • Experience working directly with executive-level clients is preferred • Working knowledge of Windows, macOS, iOS, and Android • Exceptional verbal and written communication skills are mandatory • Ability to interface effectively with clients and resolve issues via phone and/or email • Highly developed customer service skills, including empathy and relationship-building abilities • Ability to operate independently in a remote environment with high autonomy • Ability to work under pressure and prioritize multiple tasks and responsibilities • Attention to detail and accuracy • Willingness to travel for company or client events in limited circumstances • Willingness to regularly work Saturdays and Sundays and participate in on-call shifts, including nights and holidays

🏖️ Benefícios

• Comprehensive Medical, Dental, and Vision plans with a 100% employer-paid monthly premium option 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 • Competitive salary • Dynamic work environment