Technical Success Specialist

🕒 4 days ago

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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 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

🎯 Requirements

• 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

🏖️ Benefits

• 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