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Customer Support Liaison

2 months ago

Eugene, Oregon, United States SentinelOne Full time

About the Role

SentinelOne is seeking a highly skilled Customer Support Coordinator to join our team. As a key member of our Support organization, you will be responsible for providing exceptional customer support and ensuring seamless customer experiences.

Key Responsibilities

  • Act as the primary point of contact for customer support coordination and case advancement, working to triage incoming requests to the product support team.
  • Work closely with Support leadership to develop a seamless customer support experience.
  • Interface directly with both internal and external customers via various communication mediums.
  • Deliver world-class customer support interactions via varied communication mediums.
  • Document case activities and interactions with clear and concise information.
  • Strive to resolve customer issues based on SLAs and business priorities.
  • Maintain excellent customer satisfaction through means of professional, proactive, and personal service.

Requirements

  • 2+ years in a customer-facing service role.
  • Excellent communication skills to provide process and technical guidance to audiences of varying technical abilities.
  • Technical ability to understand software and recognize operational platforms and/or product components.
  • Eagerness to learn new technologies and provide the best possible experience to SentinelOne customers.
  • Willingness to make mistakes in a dynamic environment.
  • Prior experience in customer phone support is desired.
  • Experience with endpoint and server-based security solutions is desired.

What We Offer

  • Medical, Vision, Dental, 401(k), Commuter, Health and Dependent FSA
  • Unlimited PTO
  • Flexible Work Shifts Required (including weekends and holidays)
  • Paid Company Holidays
  • Paid Sick Time
  • Gym membership reimbursement
  • Cell phone reimbursement
  • Numerous company-sponsored events including regular happy hours and team building events