Customer Support Specialist

4 days ago

Philippines Cyberbit Full time $104,000 - $130,878 per year

Cyberbit is the world's leading cyber-security training platform for cyber professionals with clients from Fortune 500, Universities, Governments, and Militaries globally. Sounds intriguing? That's because it is

Cyberbit deploys real-world attacks using reverse-engineered malware onto a virtual corporate network, allowing users to defend against live attacks using commercial-grade security tools to effectively train cyber professionals in industry-standard detection, response, and attack mitigation techniques.

Cyberbit is seeking a Customer Support Specialist to manage support activities and provide our customers with world class support to resolve technical issues as quickly and effectively as possible.

As a Customer Support specialist at Cyberbit, you will further develop the company support capabilities and methodology and bring it to higher standards, you will become a technical expert of our product being able to provide hands-on support to our customers, and you will lead the support activities of our international technical staff.

Responsibilities:

  • Troubleshoot Tier 1 and select Tier 2 technical issues.
  • Escalate issues to Tier 2, Cloud Operations, and/or Engineering teams as needed.
  • Clearly, professionally, and politely respond to customer tickets and chats, maintaining communication until the ticket is successfully closed.
  • Follow internal documentation, procedure, processes, and SLAs
  • Act as the main point of contact for customer support in the Asia Pacific and Middle East regions.
Requirements
  • 2+ years experience as a support agent for globally-deployed SaaS products
  • Excellent technical understanding of IT, networking, and basic/intermediate cybersecurity issues.
  • Basic/intermediate understanding of Security Operations Center (SOC) tools such as firewall, SIEM, EDR, XDR, etc.
  • Strong understanding of Windows operating systems
  • Basic/intermediate understanding of Linux operating systems
  • Ability to prioritize and perform effectively under pressure
  • Flexible working in a start-up environment and open to change
  • Strong oral and written communication skills – English.
You will love working with us
None

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