Technical Success Specialist

Responsibilities

• Serve as the initial point of contact to answer, respond to, and resolve client questions, needs, and technical issues.
• Manage tickets and ticket queues, ensuring client issues are addressed and resolved within established SLAs.
• Advise clients on privacy and identity theft matters, demonstrating knowledge of best practices.
• Coordinate with Account Success and Cybersecurity teams to resolve complex client inquiries and needs.
• Enroll clients’ mobile and computer devices onto the BlackCloak platform.
• Record all client interactions in the designated support or client success platform.
• Maintain working knowledge of BlackCloak solutions, platform features, and best practices.
• Contribute to client communications and education initiatives.
• Participate in knowledge-transfer sessions, product training, and strategic initiatives.
• Support external and internal customer-facing initiatives and events.
• Regularly work Saturdays and Sundays and participate in on-call shifts, including nights and holidays as needed.

Requirements

• Approximately 2 years of experience in technical support, customer success, IT help desk, or a combination of these.
• Working knowledge of Windows, macOS, iOS, and Android.
• Exceptional verbal and written communication skills, with the ability to resolve issues by phone or email.
• Strong customer service skills, including empathy and relationship building.
• Ability to work independently in a remote environment with autonomy.
• Ability to work under pressure and organize and prioritize multiple responsibilities.
• Strong attention to detail and accuracy.
• Willingness to travel for company or client events in limited circumstances.

Nice-to-Haves

• Experience with cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance.
• Experience working directly with executive-level clients.
• CompTIA ITF+, CompTIA A+, or CompTIA Network+ certification.
• Privacy certification such as CIPP or identity theft experience such as CIPA.