Technical Success Specialist

What You Will Do

• Serve as the initial point of contact to quickly and appropriately answer, respond to, and resolve client questions, needs, and technical issues.
• Manage tickets and ticket queues, ensuring all client issues are responded to and resolved within established SLAs.
• On demand, provide clients with advice and guidance on privacy and identity theft matters, demonstrating a working knowledge of best practices.
• Coordinate internal resources (including the Account Success and Cybersecurity teams) to address and resolve complex client inquiries and needs.
• Enroll clients’ mobile and computer devices onto the BlackCloak platform.
• Manage and record all client interactions within the designated Support platform (or BlackCloak's set of Client Success tools).
• Maintain working knowledge of BlackCloak’s solutions, platform features, best practices, and contribute to client communications and education initiatives.
• Actively participate in knowledge transfer sessions, product training, and other strategic initiatives to ensure individual, team, company, and client success.
• Support external and internal customer-facing initiatives and events.

This role includes regularly working Saturdays and Sundays, as well as participating in on-call shifts for client support, including nights and holidays, or as needed.

What You Need to be Successful

• Approximately 2 years of experience in a technical support, customer success, or IT help desk role (or a combination of these).
• Experience in areas such as cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is highly desirable.
• Experience working directly with executive-level clients is preferred.
• Technical working knowledge of major operating systems, including Windows, macOS, iOS, and Android.
• Industry-recognized information technology certifications such as CompTIA ITF+, CompTIA A+, or CompTIA Network+ are a plus.
• Privacy certification (like CIPP) or related identity theft experience (like CIPA), is a plus.
• Exceptional verbal and written communication skills are mandatory, with the ability to interface effectively with clients and resolve issues via phone and/or email.
• Highly developed customer service soft skills, including empathy and relationship-building abilities.
• Ability to operate independently in a remote environment with a high degree of autonomy, as well as the ability to work under pressure, organize, and prioritize multiple tasks and responsibilities simultaneously.
• Attention to detail and accuracy is a must.
• Willingness to travel for company or client events in limited circumstances.