Technical Success Specialist

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BLACKCLOAK

WebsiteLinkedInAll Job Openings

11 - 50 employees

🔒 Cybersecurity

☁️ SaaS

💰 $11M Series A on 2021-07

Cybersecurity • SaaS

BLACKCLOAK is an award-winning concierge cybersecurity and privacy platform focused on providing digital executive protection services. The platform is designed to protect individuals, families, and corporations from cyber threats by securing personal devices, home networks, and private data. BLACKCLOAK serves high-value individuals, including executives and companies, offering tailored cybersecurity solutions to mitigate risks associated with internet-connected devices and personal data vulnerabilities. With a comprehensive app and dashboard, BLACKCLOAK provides real-time security monitoring and incident response, helping to safeguard digital lives against cyberattacks.

📋 Description

• Serve as the initial point of contact to quickly and appropriately answer, respond to, and resolve client questions, needs, and technical issues. • Manage tickets and ticket queues, ensuring all client issues are responded to and resolved within established SLA's. • On demand, provide clients with advice and guidance on privacy and identity theft matters, demonstrating a working knowledge of best practices. • Cross-Team Coordination: Coordinate internal resources (including the Account Success and Cybersecurity teams) to address and resolve complex client inquiries and needs. • Enroll clients’ mobile and computer devices onto the BlackCloak platform • Manage and record all client interactions within the designated Support platform (or BlackCloak's set of Client Success tools). • Maintain working knowledge of BlackCloak’s solutions, platform features, best practices, and contribute to client communications and education initiatives. • Actively participate in knowledge transfer sessions, product training, and other strategic initiatives to ensure individual, team, company, and client success. • Support external and internal customer-facing initiatives and events. • Participate in on-call shifts for client support, including nights and weekends, or as needed.

🎯 Requirements

• Approximately 2 years of experience in a technical support, customer success, or IT help desk role (or a combination of these). • Experience in areas such as cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is highly desirable. • Experience working directly with executive-level clients is preferred. • Technical working knowledge of major operating systems, including Windows, macOS, iOS, and Android. • Industry-recognized information technology certifications such as CompTIA ITF+, CompTIA A+, or CompTIA Network+ are a plus. • Privacy certification (like CIPP) or related identity theft experience (like CIPA), is a plus. • Exceptional verbal and written communication skills are mandatory, with the ability to interface effectively with clients and resolve issues via phone and/or email. • Highly developed customer service soft skills, including empathy and relationship-building abilities. • Ability to operate independently in a remote environment with a high degree of autonomy, as well as the ability to work under pressure, organize, and prioritize multiple tasks and responsibilities simultaneously. • Attention to detail and accuracy is a must. • Willingness to travel for company or client events in limited circumstances.

🏖️ Benefits

• 100% Remote Company, within the USA • 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