Technical Success Specialist

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.What You Will DoServe as the initial point of contact to quickly and appropriately answer, respond to, and resolve client questions, needs, and technical issuesManage tickets and ticket queues, ensuring all client issues are responded to and resolved within established SLA'sOn demand, provide clients with advice and guidance on privacy and identity theft matters, demonstrating a working knowledge of best practicesCross-Team Coordination: Coordinate internal resources (including the Account Success and Cybersecurity teams) to address and resolve complex client inquiries and needsEnroll clients’ mobile and computer devices onto the BlackCloak platformManage 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 initiativesActively participate in knowledge transfer sessions, product training, and other strategic initiatives to ensure individual, team, company, and client successSupport external and internal customer-facing initiatives and eventsParticipate in on-call shifts for client support, including nights and weekends, or as neededWhat You Need To Be SuccessfulApproximately 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 desirableExperience working directly with executive-level clients is preferredTechnical working knowledge of major operating systems, including Windows, macOS, iOS, and AndroidIndustry-recognized information technology certifications such as CompTIA ITF+, CompTIA A+, or CompTIA Network+ are a plusPrivacy certification (like CIPP) or related identity theft experience (like CIPA), is a plusExceptional verbal and written communication skills are mandatory, with the ability to interface effectively with clients and resolve issues via phone and/or emailHighly developed customer service soft skills, including empathy and relationship-building abilitiesAbility 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 simultaneouslyAttention to detail and accuracy is a mustWillingness to travel for company or client events in limited circumstancesAbout BlackCloak BlackCloak is an extremely fast-growing company in an entirely new product category. We have amazing product fit validated by industry awards and an impressive client base of Fortune 500 companies across all industries.BlackCloak offers a competitive salary, exceptional benefits, and a dynamic work environment. Below is a quick summary of BlackCloak’s generous benefits package for full-time employees includes:100% Remote Company, within the USAComprehensive Medical, Dental, and Vision plans with a 100% employer-paid monthly premium option for employees & 50% employer-paid monthly premiums for dependentsHealth Savings Account with company contribution for eligible medical plansFlexible Vacation Plan10 Paid Company Holidays100% employer-paid Life, AD&D and Short- and Long-Term Disability Insurance401k with Traditional and Roth options, including employer matchCompany EquityPaid Parental and Pregnancy Recovery LeaveCompany and team off-sites and virtual events throughout the yearHome office stipendWe are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.Learn More About Us Website: https://blackcloak.ioLinkedIn: /blackcloakTwitter: @BlackCloakCyberWhite Paper: https://bc.blackcloak.io/quantifying-the-business-need-for-digital-executive-protection-report-downloadFinal offer amounts are determined by multiple factors, including but not limited to geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.#J-18808-Ljbffr