Web Security Analyst I

The Web Security Analyst I plays a crucial role in supporting our SiteLock team by providing outstanding technical support to customers via phone, email, and chat. Your primary responsibilities will include troubleshooting, problem-solving, and ensuring customers receive prompt and effective solutions. This position offers an excellent opportunity for individuals passionate about technology and customer service. You will be responsible for providing first-level technical support to customers, actively listening, diagnosing, and resolving technical issues promptly and effectively. Your role will involve guiding customers through troubleshooting procedures, step-by-step instructions, and potential solutions to address their technical problems. It is essential to maintain accurate and detailed records of customer interactions, issues, and resolutions in our ticketing system. In case of complex technical issues, you will escalate to Level 2 or Level 3 support, with proper documentation and communication. Educating customers on product features, functionality, and best practices to enhance their overall experience will be part of your role. Collaboration with other departments, such as product development and quality assurance, to provide feedback and suggestions for product improvement is crucial. To excel in this role, you must stay updated with product knowledge and industry trends to effectively support customers and contribute to the continuous improvement of support processes. Additionally, you will be required to work on a night shift schedule from 6:30 PM to 3:30 AM IST, Monday through Friday, with the possibility of a rotating shift based on business needs. Requirements: - Education: A bachelor's degree or relevant years of working experience in related fields is required. An advanced degree in related fields is strongly preferred. - Experience: Proficient computer skills are required. Confidence with DNS, FTP, and hosting platforms is strongly preferred. Experience in web security or a related area, as well as previous experience in a customer service or technical support role, is strongly preferred. Talents and Desired Qualifications: - Excellent communication and interpersonal skills. - Strong problem-solving and analytical abilities. - Ability to work in a fast-paced environment and handle multiple tasks simultaneously. - Willingness to learn and adapt to new technologies and software. If you are looking to join a dynamic team that values accountability, growth, and customer satisfaction, and you are eager to contribute to delivering a market-leading user experience, we would like to discuss this opportunity with you.,