Customer Service Representative

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CyberMaxx

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

⚖️ Legal

💼 Consulting

Healthcare • Legal • Consulting

CyberMaxx is a company providing tech-enabled security solutions designed to help customers assess, monitor, and manage cyber risks. They specialize in Managed Detection and Response (MDR) services, offering 24x7x365 threat detection and zero-latency response. Their services are tailored for industries such as healthcare, financial services, and government sectors. CyberMaxx aims to strengthen security postures by integrating both offensive and defensive strategies, leveraging a robust ecosystem of technology partners. They are committed to continuously managing cybersecurity threats through proactive threat hunting and providing comprehensive security solutions, including network security, endpoint detection and response, vulnerability risk management, and incident response. CyberMaxx positions itself as an extension of an organization's team, handling baseline security needs, thereby allowing clients to focus on strategic goals. Additionally, they are involved in charitable causes like Defenders For Children, contributing to the defense against cyber threats.

📋 Description

• Answer inbound calls and route them to the appropriate department based on a call tree • Serve as the first point of contact for customer support requests, including SOC and Operations Engineering support requests • Assist customers with portal access issues, password resets, and login troubleshooting • Perform general ticket triage by categorizing, prioritizing, and routing incoming tickets • Document interactions, actions taken, and resolutions in Jira • Escalate unresolved or complex issues to the appropriate internal team • Maintain consistent coverage across 24-hour shifts, 7 days a week • Support transition of tenants/users to Microsoft 365 Lighthouse • Verify user permissions and perform Microsoft 365 password resets • Perform basic EDR troubleshooting, agent updates, agent installation/uninstallation, and basic exclusions • Process and provision access requests for NextCloud, SentinelOne, and Thinkst Elastic • Create Aegis integrations for new clusters • Support incident response rapid-response efforts • Conduct client portal demonstrations and process portal access provisioning • Run reporting functions within internal portals and client ticketing systems • Implement IP blocks

🎯 Requirements

• 3+ years of experience in network security or firewall engineering, preferably in an MSSP/MDR environment • Hands-on experience with enterprise firewall platforms such as Palo Alto, Fortinet, Cisco, or Check Point • Strong understanding of networking fundamentals, including TCP/IP, routing, DNS, and segmentation • Intermediate expertise with static and dynamic routing protocols such as OSPF and BGP • Intermediate experience with end-to-end network connectivity troubleshooting • Experience with security operations workflows and incident response • Familiarity with SIEM tools such as Splunk, Sentinel, or QRadar • Experience with VPNs, IDS/IPS, and network traffic analysis • Ability to assess and respond to real-time security threats • Minimum of 2 years’ experience in an IT support role • Experience in technical support and customer service within a BPO company • Minimum of 2 years handling U.S.-based clients/customers • Experience with Jira is required • Strong problem-solving skills and ability to work under pressure • Eagerness to learn and adapt to new technologies • Strong verbal and written communication skills • Demonstrated experience with the security industry, including best practices, risk mitigation, and compliance frameworks • Internet speed of at least 100 Mbps with a reliable backup connection • Must be located in the Philippines