Cybersecurity Customer Service Associate

3 weeks ago

Dallas, United States Abacus Group LLC Full time
Job DescriptionJob Description

Responsibilities (including but not limited to):

  • Maintaining up-to-date knowledge about Gotham Security's services and providing a first layer of support to help address customer service inquiries.
  • Performing customer account management duties-addressing customer communications, facilitating customer meetings, following up on any outstanding action items.
  • Assist the Head of Customer Success with the following activities:
    • Addressing customer support inquiries and keeping them informed about the status of their inquiries and ensuring timely resolution.
    • Scheduling project kick-off meetings, status update meetings, and report presentation meetings with customers.
    • Providing reports and other deliverables to customers upon the completion of projects.
    • Assisting with the collection and validation of customer project/service prerequisites across various internal teams and departments.
    • Answering general inquiries about Gotham Security's cybersecurity services, methodologies, processes, and deliverables.
    • Answering product-specific support inquiries with Gotham Security's Panoptix GRC solution, including performing customer training.
    • Updating and maintaining customer service records, including current projects, agreements, points-of-contact and more.
    • Assisting with customer account management-creating meeting agendas, facilitating customer meetings,
    • Collaborating with technical and non technical stakeholders to draft and communicate project status updates to customers
  • Reviewing cybersecurity testing reports and information security policy documents as part of the organization's quality assurance pipeline.
  • Facilitating inter-team communications to escalate support requests/inquiries to best assist customers in a timely manner.
  • Helping promote an efficient and effective communications strategy by optimizing the usage of company communication tools and suggesting workflow automation improvements to the software development team.

Skills:

  • Cybersecurity fundamentals level knowledge pertaining to topics such as penetration testing, cybersecurity risk assessments, and information security policy writing.
  • Committed to a track of continuously learning and growing in the domain of cybersecurity.
  • Excellent interpersonal communication skills, both verbal and written.
  • Exceptional spelling and grammar skills for written customer correspondence.
  • Willingness to learn and process feedback in a positive and productive way.
  • Outgoing, friendly, compassionate personality.
  • Strong attention to detail and well-organized.
  • Possess a resourceful and proactive mindset.
  • Ability to multitask and self-manage time and commitments.
  • Must be motivated, decisive, flexible, and possess sound business judgment.
  • Strong working knowledge of MS Office Suite and knowledge management software.
  • Possesses at least one or more certifications in information technology or cybersecurity.

You'll love this job if you:

  • Value, integrity, and honesty above all else in a non-negotiable way.
  • Have a passion for the information security industry and helping people.
  • Are able to work within constraints and to challenge the status quo.
  • Are capable of managing time efficiently and meeting deadlines.
  • Are comfort dealing with ambiguity in an environment where we sometimes build the plane as we fly it.
  • Are able to self-direct work, orient to action, and truly own the position.
  • Have a collaborative attitude and mindset with colleagues and team members.

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