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Client Support Specialist

4 months ago

Bethesda, United States SANS Institute Full time

**Client Support Specialist (REMOTE)**

SANS Federal Bethesda, Maryland Minimum Experience **Entry-level** About SANS

SANS Institute (SANS) was established in 1989 as a cooperative research and education organization. In the next 25 years it grew to become the most trusted and, by far, the largest source for information security training and security certification in the world reaching more than 300,000 security professionals around the world today, with around 60,000 having been granted Global Information Assurance Certification (GIAC) security certifications the leading certification that provides assurance to employers that their people and prospective hires can actually do the job. At the heart of SANS are the many security practitioners from auditors and network administrators to chief information security officers, all sharing the lessons they learn and jointly finding solutions to the challenges they face in varied global organizations from corporations to universities working together to help the entire information security community.

Join the SANS Team

At SANS, our culture is defined by Mission, Brand, People. Our goal is to hire people who understand the importance of continuing to fight against the bad guys (Mission) while delivering the highest quality training (Brand) to our students. We want employees whose personal values align well with our culture of fairness, honesty, customer focus, and pragmatic approach (People).

Summary of Position

This position focuses on providing support for the SANS Federal Sales Team. This position serves as an integral part of the team by reducing the operational tasks currently performed by the sellers, freeing them up to focus on revenue generating activities.

Key Responsibilities

* Respond and action requests from the sales team and their clients for the following support related items (not all-inclusive, rather an example):

* Perform client-facing activities as needed such as performing virtual trainings and demonstrations of SANS voucher and registration systems, student portals, etc.

* Prepare collateral to support the client

* Respond to client cases and resolve, or properly route

* Participate in Quarterly Business Reviews in support of the Federal Sales Team

* Experience with Salesforce, ServiceNow and Tableau preferred

* Any other duties as requested by manager

Core Skills and Behaviors

* An outgoing, encouraging personality

* Ability to maintain positive, customer focused attitude, even in challenging situations

* Excellent oral/written communication and interpersonal skills

* Demonstrated ability to work well in a fast-paced, team-oriented environment and thrive on challenges

* Demonstrated ability to be highly self-motivated, prioritize multiple tasks in a proactive manner, meet deadlines, and display attention to detail

* Demonstrated ability to understand customer needs, provide quality service, persuasively present resolution options, and commit to customer satisfaction

* Demonstrated ability to communicate effectively across cultural boundaries and work harmoniously with a diverse group of people

* Articulate and professional presentation skills

* Aptitude for continuous learning and new skill development

* Proficient with web-based collaborative tools such as Dropbox, Smartsheet, Salesforce, and ticketing systems.

* Proficient with all Microsoft Office Programs

Skills, Experience and Education

* Bachelors degree in business, communications, technology, or other related field, preferred, but not required. *Education can be substituted with comparable work experience.*

* Minimum of three years working in a customer service environment

* Technical support experience preferred

* Training experience preferred

* Sales or sales support experience preferred

Reporting Relationships

This position will report to the Director, Federal Sales. This position will not have any direct reports.

Work Environment

Remote work environment.

Equal Opportunity Employer

SANS is an Equal Opportunity Employer, and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please contact SANS Human Resources.

Location Bethesda, Maryland Minimum Experience Entry-level