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