Platform Support Specialist

ZeroFox seeks a multi-talented, quick-thinking, energetic, and client-focused Customer Support Specialist to join a rapidly growing team. This role will be dedicated to delivering the best in customer service to all of our platform customers, supporting the day-to-day operations of a global team. The Customer Support Specialist will guide messaging for ZeroFox’s inbound and outbound outreach efforts, working in tandem with the Account Management and Technology teams to see issues to resolution. Notable responsibilities will include managing the customer helpdesk, crafting messaging and automating tasks.

 This successful candidate will work to build robust and meaningful relationships, both internally and externally, to keep feedback loops active, provide amicable customer solutions, and be technically competent on the ZeroFox Saas platform. This is an exciting opportunity that requires strategic thinking and data-driven decision making. Competitive candidates must feel comfortable working with both highly technical and non-technical disciplines to ensure that data and systems are used to effect appropriate outputs and results. The ability to create repeatable processes and identify, manage, and mitigate risks will be paramount to drive scale and extensive enterprise growth.

 This is a high visibility role within the organization and your team’s work will directly impact the success of ZeroFox customers and partners.

Requirements

Responsibilities

·       Successfully review, triage, and respond to customer and internal support tickets as a part of the ZeroFox help desk workflow.

·       Consistently leverage established process and procedure for a high volume of information requests.

·       Act as an escalation point for internal and external stakeholders

·       Assist Customer Support Manager to optimize success and support processes and ensure support quality

·       Build and maintain cross-functional BU relationships that help drive productivity and increase overall Platform Operations KPIs and Customer Retention

·       Provide excellent customer experiences to delight our customers in every interaction

Required qualifications and skills

·       Customer success / support experience typically obtained in 2-4 years; candidates with experience in enterprise service help desk and SaaS offerings will be given priority consideration

·       Solid organisational & prioritization ability; proven ability to work effectively on multiple projects simultaneously

·       Excellent client-facing communications - both written & verbal. Ability to work with customers to prioritize and document challenges, articulate creative product solutions that will fit specific requirements, and communicate expectations back to customers. Ability to ask leading questions to identify the root of a problem.

·       Skilled in communicating system requests/issues/improvements/enhancements to our cross-functional team(s) and following through with our customers on resolutions

·       Dedication to improving processes and workflows. Participate in improving the services we provide to our platform customers, including but not limited to support procedures and managed services for the ZeroFox platform

·       Professional and effective presentation skills - ability to lead groups in product training (ZenDesk or similar tools)

·       Strong attention to detail, with the ability to contribute concise and informative product documentation for the user knowledge base

·       Ownership of work; unafraid to take control and see projects to completion

·       Bachelor's degree, preferably in Business Administration, Project or Product Management, Data or Information Technology / Systems

·       Experience using systems such as Zen desk and/or Salesforce

·       Ability to thrive on change! Great is better than good and dissatisfied with the “status quo”

·       Written and spoken fluency in English

·       Willingness to work an alternative work schedule, including early morning or overnight shifts

Desired qualifications

·       Skilled with various workflow tools: JIRA, Django, SQL, Gainsight/SalesForce, Google Apps, Zendesk

·       Past experience in customer service, support, account management, and/or training

·       Understanding of modern programming languages, web services, and SQL databases (ability to write and execute queries against databases a plus)

·       Written and spoken fluency in other languages; preferably Spanish, French, or German

Benefits

• Competitive compensation
• Community-driven culture with employee events
• Generous time off 
• Best-in-class benefits
• Fun, modern workspace 
• Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture