Job description

Job Summary: We are looking for a dedicated and enthusiastic Customer Service Associate to join our Cybersecurity Services Delivery Team. The ideal candidate will have excellent communication skills, technical aptitude, and a passion for delivering exceptional customer service. This position offers an opportunity to work in a dynamic and supportive environment, with opportunities for professional growth and development. Responsibilities: Serve as the primary point of contact for assigned customer accounts This includes addressing inquiries, scheduling meetings and proactive communication in a timely and professional manner. Escalate complex technical customer questions to appropriate teams, ensuring thorough follow-up and communication with the customer. Maintain detailed and accurate records of customer interactions & issues Assist with reviewing Penetration Testing and Cybersecurity Risk Assessment Reports prior to customer delivery Collaborate with internal teams including Client Technology Management, Centralized Hosting Management Participate in continuous training and development to stay current with industry trends, technologies, and best practices. Ensure high levels of customer satisfaction by delivering quality support, solutions, and value in every interaction. Handle customer concerns with empathy and professionalism, aiming to resolve issues to the customer’s satisfaction. Contribute to the development and improvement of customer service procedures, policies, and standards Assist with reviewing Penetration Testing and Cybersecurity Risk Assessment Reports prior to customer deliver Skills: Proven experience in a customer service role, preferably within an IT or cybersecurity environment. Strong understanding of cybersecurity fundamentals: principles & best practices Excellent verbal and written communication skills with the ability to explain complex security concepts to non-technical users. Exceptional problem-solving skills with a proactive approach to identifying and mitigating possible customer concerns Ability to manage time and assigned tasks independently while also collaborating as part of a team in a fast-paced environment. Proficiency with Microsoft 365 Suite(Ex. Word, Excel, Powerpoint) Ability to multitask and manage multi-channel communication with customers and internal teams. Critical and creative thinking to strategize how to add value to customer engagements and improve processes Exceptional spelling and grammar skills for writing and proofreading documents. Ability to remain flexible as processes continuously improve. Qualifications: 1-3 years of Customer Service Experience required (within IT or Cybersecurity-related field preferred) CompTIA Security+ or other related IT or Cybersecurity Certifications are a plus Must be available to work 8am-5pm EST Monday-Friday Ability to commute to office on a hybrid basis

Requirements

Must-haves

Serve as the primary point of contact for assigned customer accounts This includes addressing inquiries, scheduling meetings and proactive communication in a timely and professional manner.
Escalate complex technical customer questions to appropriate teams, ensuring thorough follow-up and communication with the customer.
Maintain detailed and accurate records of customer interactions & issues
Assist with reviewing Penetration Testing and Cybersecurity Risk Assessment Reports prior to customer delivery
Collaborate with internal teams including Client Technology Management, Centralized Hosting Management
Participate in continuous training and development to stay current with industry trends, technologies, and best practices.
Ensure high levels of customer satisfaction by delivering quality support, solutions, and value in every interaction.
Handle customer concerns with empathy and professionalism, aiming to resolve issues to the customer’s satisfaction.
Contribute to the development and improvement of customer service procedures, policies, and standards
Assist with reviewing Penetration Testing and Cybersecurity Risk Assessment Reports prior to customer deliver
Proven experience in a customer service role, preferably within an IT or cybersecurity environment.
Strong understanding of cybersecurity fundamentals: principles & best practices
Excellent verbal and written communication skills with the ability to explain complex security concepts to non-technical users.
Exceptional problem-solving skills with a proactive approach to identifying and mitigating possible customer concerns
Ability to manage time and assigned tasks independently while also collaborating as part of a team in a fast-paced environment.
Proficiency with Microsoft 365 Suite(Ex. Word, Excel, Powerpoint)
Ability to multitask and manage multi-channel communication with customers and internal teams.
Critical and creative thinking to strategize how to add value to customer engagements and improve processes
Exceptional spelling and grammar skills for writing and proofreading documents.
Ability to remain flexible as processes continuously improve.
Must be available to work 8am-5pm EST Monday-Friday
Ability to commute to office on a hybrid basis

Nice-to-haves

1-3 years of Customer Service Experience required (within IT or Cybersecurity-related field preferred)
CompTIA Security+ or other related IT or Cybersecurity Certifications are a plus

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: greenhouse
Effort: quick