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Client Support Specialist

2 months ago

Washington, Washington, D.C., United States Axonius Federal Systems Full time
Position Overview

Salary: $90,000 - $105,000 USD

About the Role:
Axonius Federal Systems is in search of a dedicated Client Support Specialist to enhance our team. In this role, you will serve as the primary point of contact for our clients, addressing their inquiries, resolving issues, and managing feature requests. You will collaborate with various departments to ensure ongoing client satisfaction and success. As our team expands, we seek an individual who thrives in a dynamic environment. This position reports directly to the Regional Director of Technical Support.

Key Responsibilities:

  • Demonstrate industry experience in a Client Support role within the software or technology sector.
  • Act as the initial responder and main contact for all federal support tickets.
  • Analyze and troubleshoot incidents with a focus on achieving one-touch resolutions.
  • Interpret client inquiries regarding product usage and provide thorough and timely responses.
  • Adhere to escalation protocols from ticket creation to resolution.
  • Conduct routine follow-ups and manage tickets through various communication channels.
  • Create and maintain internal and external knowledge bases.
  • Engage with clients and internal teams regarding existing tickets, identifying recurring issues.
  • Offer feedback to management for process and procedure enhancements.

Candidate Profile:
The ideal candidate for the Client Support Specialist position should meet the following qualifications:

Minimum Qualifications:

  • Proven experience in a Client Support role within the software or technology field.
  • Proficient in drafting knowledge base articles, troubleshooting guides, and other documentation.
  • Solid understanding of networking topologies, TCP/IP protocols, network configurations, and security technologies.
  • Adept at extracting valuable insights from various data sets and error logs.
  • Familiarity with Docker and other containerization technologies.
  • Experience with Linux systems and troubleshooting.
  • Possess a troubleshooting mindset, a client-focused approach, and a strong sense of accountability.
  • Capable of addressing technical inquiries from both technical and non-technical users.
  • Experience managing technical escalations within teams and to external parties.
  • Willingness to learn, adapt, and grow with the team and organization.
  • Ability to work independently in a fast-paced setting.
  • Excellent verbal and written communication skills.
  • We value culture; we seek a diligent candidate who enjoys teamwork and collaboration.

Preferred Qualifications:

  • Active U.S. Security Clearance.
  • Team-oriented with a mission-first mindset.
  • Basic understanding of APIs and practical experience with scripting languages such as Python.
  • Previous experience in the security industry.

About Axonius:
Axonius empowers clients to manage complexity by mitigating threats, navigating risks, automating responses, and informing strategic business decisions. With solutions for cyber asset attack surface management (CAASM) and SaaS management, Axonius can be deployed swiftly and integrates with numerous data sources to deliver a comprehensive asset inventory, identify gaps, and automatically validate and enforce policies. Recognized as one of the fastest-growing cybersecurity startups, Axonius has received accolades from various prestigious organizations.

At Axonius, we are committed to fostering a diverse and inclusive workplace and believe in equal employment opportunities. We welcome individuals from various backgrounds, experiences, abilities, and perspectives.