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