Middle Customer Support Specialist

Our partner's user-first browser security platform turns any browser into the most protected & manageable workspace by providing real-time monitoring and governance over users’ activities on the web.

They protect the enterprise’s applications, data, and devices from web-borne risks with near-zero impact on user experience.

Responsibilities:

• Provide initial technical response to customer malfunctions and inquiries to clients via email, chat, and other direct messaging platforms, ensuring swift and effective resolution of issues.
• Diagnose and troubleshoot customer issues.
• Escalate unresolved issues to higher-level support as necessary.
• Collaborate with internal teams (Customer Success, R&D, Product, QA) to escalate and resolve complex technical challenges and ensure a high level of customer satisfaction.
• Perform various data analysis and customer reporting on an ongoing basis.
• Develop client-facing reports incorporating visual analysis elements such as graphs, charts and trends.
• Document technical issues and solutions for knowledge sharing and improvement of processes.
• Contribute to enhancing customer satisfaction by identifying recurring issues and suggesting process or product improvement.
• Stay updated on company products, services, and policies to provide accurate information to customers.

Requirements:

• Previous experience in a technical support or similar customer-facing role- must.
• Advanced knowledge of SQL and Excel functions- must.
• Technological orientation with a passion for learning and troubleshooting.
• Basic understanding of network communication and the cybersecurity domain.
• Excellent communication skills in English at a native language level (written and verbal).
• Ability to work in shifts, including during US working hours.
• Tech-savvy, resourceful, and eager to learn in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Basic understanding of web technologies and security principles.
• Solid planning, priority setting, and project-management skills.
• Experience with data visualization tools.

If you are a data-driven customer support engineer, eager to help delivering impactful solutions, we encourage you to apply and have a first discussion.