Remote Technical Customer Support Specialist Job in UK CybSafe

Who you are

• Experience in a technical customer or software support role
• Experience in Startup, SaaS, or technology businesses
• Azure and SSO management configuration and management
• Efficiently managing the support inbox
• Using runbooks to diagnose issues
• Categorizing tickets with systems like Jira and Intercom
• Building reusable database queries with SQL and Metabase

Desirables

• Entrepreneurial
• Passionate
• Creative
• Data-driven
• Effective
• Ethical

What the job involves

• Provide proactive technical support for CybSafe's SaaS platform to global customers
• Communicate with customers to manage expectations and troubleshoot issues quickly
• Utilize resources to ensure only urgent issues are escalated to the Product team
• Build and improve processes for efficiency
• Handle emails, outbound calls, and live chat
• Manage and triage issues in the customer support queue
• Collect, report, and escalate customer feedback, bugs, and success stories
• Create robust self-serve content processes

Application process

• Maximum honesty and transparency
• Interview process