Platform Support Specialist

Role & 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 1-4 years; candidates with experience in enterprise service helpdesk and SaaS offerings will be given priority consideration
• Solid organizational & 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 Zendesk 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

ABOUT ZEROFOX

ZeroFox's mission is clear: we protect customers - their data, their assets and their people - across the internet. Through AI-powered technology, global intelligence collection and services provided by a team of expert analysts and threat hunters, we give customers the protection and intelligence needed to disrupt a new era of attacks on the surface, deep and dark web. Now is a great time to join the Fox Den