Customer Support Specialist

1 week ago

Bodega Bay, California, United States Upfort Full time
Job Overview

At Upfort, we are on the lookout for a dedicated Customer Support Specialist to become a vital part of our Customer Success team. This position places you at the forefront of our user engagement, where you will interact with a diverse range of clients, from small businesses to large enterprises, ensuring they derive maximum value from our cybersecurity solutions.

Key Responsibilities:

  • Address customer inquiries through various channels (support tickets, phone calls, etc.) with professionalism and efficiency.
  • Investigate issues by navigating user flows and meticulously documenting findings.
  • Identify and rectify problems that hinder user experience, collaborating closely with Product and Engineering teams.
  • Conduct product demonstrations and facilitate onboarding for new clients, ensuring smooth adoption of our services.
  • Provide expert consultations on cybersecurity concerns and tailored security solutions.
  • Act as a reliable resource for users regarding product features and cybersecurity best practices.
  • Create and maintain process documentation, including FAQs and best practice guidelines for common inquiries.
  • Collaborate with Product Management and Engineering to relay customer feedback and enhance product offerings.
  • Exhibit empathy towards customer needs and maintain open communication with all stakeholders.

Minimum Qualifications:

  • Availability to work in PST (2-5 pm PST, Monday to Friday).
  • At least 2 years of experience in a customer support or service role, particularly in SaaS or software environments.
  • Strong analytical skills with the ability to dissect complex issues logically.
  • A passion for building relationships with customers and a commitment to resolving their challenges.
  • Demonstrated patience and kindness, especially in challenging situations.
  • Proven ability to prioritize tasks and drive projects to completion with a sense of urgency.
  • Excellent written and verbal communication skills, with the ability to convey technical concepts to non-technical audiences.
  • A natural curiosity and eagerness to learn, coupled with a proactive approach to sharing knowledge.
  • Comfortable with ambiguity and adaptable to changing priorities based on user needs.
  • A humble attitude, recognizing when to seek assistance.

Preferred Qualifications:

  • Knowledge or experience in cybersecurity.
  • Familiarity with customer support tools (e.g., ZenDesk, Asana, Jira, Confluence, Slack) is advantageous but not mandatory.
  • Experience in managing technical customer issues from identification to resolution.
  • 1-2 years of experience in a fast-paced, high-growth software company is highly desirable.

About Upfort:

In today's interconnected digital landscape, the threat of cybercrime poses significant challenges for organizations of all sizes. Upfort is committed to enhancing cyber resilience by providing accessible and effective cybersecurity solutions. Our innovative platform is revolutionizing the way cyber risks are assessed and managed, ensuring that our clients are well-protected against evolving threats.

Join us in our mission to empower organizations with the tools and knowledge they need to stay ahead of cybercriminals. We foster a collaborative and inclusive work environment where every team member plays a crucial role in our success.

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