Triage Specialist - Remote

Overview

BlackCloak’s mission is to protect corporate executives and high-profile individuals in their personal lives, mitigating risks to their families, companies, reputation, and finances. We defend our clients’ digital lives from hackers, privacy leaks, and identity theft. If you are passionate about helping to protect others, then keep reading - this may be your next great opportunity.

In Short

• Answer and respond quickly and appropriately to customer questions, needs and requests.
• Participate as a tier 1 support technician as part of an on-call rotation.
• Assist clients with technical support questions and issues.
• Manage tickets ensuring all are responded to within SLA’s.
• Provide privacy and identity theft advice and guidance to clients.
• Manage and record client interactions within the CRM platform.
• Contribute to client communications and education initiatives.
• Maintain working knowledge of BlackCloak’s solutions and best practices.
• Participate in knowledge transfer sessions and product training.
• Rotate between 1st and 2nd shifts supporting multiple time zones.

Requirements

• 2 years of experience in a technical support role.
• Industry recognized IT certifications a plus: CompTIA ITF+, CompTIA A+, CompTIA Networking+.
• Technical knowledge of operating systems such as Windows, macOS, iOS or Android.
• Operate independently and manage multiple tasks and priorities.
• Strong communication skills to interface with clients.

Benefits

• Opportunity for job growth into cybersecurity or client success roles.
• Work with a dynamic team focused on client satisfaction.
• Gain experience in a fast-paced and growing industry.