Technical Customer Support Specialist

Job Description

Teramind is a hybrid, global workforce building the next-generation Insider Risk Management and User Behavior Analytics platform.

Join our team of innovators who are redefining insider risk management through cutting edge technology. More than 10,000 organizations across the globe use Teramind to mitigate insider threats and protect their sensitive company data with the most robust, enterprise-grade software on the market.

As a global team, Teramind embraces an inclusive and flexible work environment and team culture. We win together, learn from each other and respect each other while delivering best-in-class security solutions.

About the role

Teramind is currently seeking a Customer Support Specialist to join our Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction.  The Customer Support Specialist will be responsible for maintaining positive customer relations and satisfaction by providing service via chat, and email, and working with the rest of the teams.
The CSS operates at the intersection of product functionality and plays an integral role in maintaining our top-level product experience standard. This person will be the first line of contact through chat/email with our customers during their shift.

Responsibilities:

• Provide technical support to our customers
• Maintain high customer satisfaction while managing operational expectations
• Become a product expert and maintain a deep understanding of product functionality
• Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
• Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies.
• Identify trends in support requests to help create long-term solutions.

Requirements

• Must be available to work one of the following shifts:
• Monday to Friday, 12:00 PM to 8:00 PM EST (USA)
• Monday to Friday, 8:00 AM to 5:00 PM EST (USA)
• Minimum 2 years of relevant experience as technical support/support engineer/customer support  or in a similar role
• Ability to navigate comfortably in Linux, Windows, and MacOS.
• Good knowledge of working with ticketing systems
• Basic knowledge of SQL (PostgreSQL preferred)
• Basic knowledge of servers
• A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills in English.
• Strong interpersonal skills and ability to work with customers & cross-functional teams.
• Has strong reading comprehension and attention to detail.
• Has customer service experience and familiarity with ticketing systems or other written customer interactions.
• Ability to translate intricate technical details to simple, understandable terms.

Benefits

This is a remote job. Work from anywhere!

To us, remote work means flexibility and having truly diverse, global teams. We’ve been thriving as a fully-remote team since 2014. We’re a collaborative, forward-thinking team where new ideas come to life, experience is valued and talent is incubated. We also provide:

• High-quality health benefits
• Retirement Plan with employer match
• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Professional development budget

About our recruitment process

We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story.

You can expect up to 3 interviews. In some scenarios, we’re able to streamline the process to have minimal rounds.

All roles require reference and background checks

Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.