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Platform Support Specialist

4 months ago

Bengaluru, Karnataka, India timesjobs Full time
Platform Support Specialist - Team Lead Bengaluru

Operations Operations - India /

Full-time

/ Hybrid

BIG NEWS
is officially a public company, and were on a mission to make the internet safer

Read more here:

OPPORTUNITY OVERVIEW
seeks a multi-talented, quick-thinking, energetic, and client-focused Platform Support Specialist Team Lead to join a rapidly growing team.

This role will be dedicated to delivering the best in customer service to all of our platform customers, supporting the day-to-day operations of a global team.

The Team Lead will guide messaging for ZeroFoxs inbound and outbound outreach efforts, working in tandem with the Account Management and Technology teams to see issues to resolution.

Notable responsibilities will include managing the customer helpdesk, crafting messaging and automating tasks.


This successful candidate will work to build robust and meaningful relationships, both internally and externally, to keep feedback loops active, provide amicable customer solutions, and be technically competent on the ZeroFox Saas platform.

This is an exciting opportunity that requires strategic thinking and data-driven decision making.

Competitive candidates must feel comfortable working with both highly technical and non-technical disciplines to ensure that data and systems are used to effect appropriate outputs and results.

The ability to create repeatable processes and identify, manage, and mitigate risks will be paramount to drive scale and extensive enterprise growth.


This is an important role within the organization and your teams work will directly impact the success of ZeroFox customers and partners.

Role and Responsibilities Update Support Knowledge Base articles as needed.
Provide training for Tier 1 and 2 support teams.
Serve as a knowledge resource for all Tier levels within support.

Successfully review, triage, and respond to customer and internal support tickets as a part of the ZeroFox help desk workflow.

Solve escalated tickets from Tier 2.
Lead the team in resolving high priority tickets with urgency and thoroughness.
Monitor internal team channels for escalation requests.
Maintain a solid understanding of ZeroFoxs products and services to solve complex ticket requests.
Monitor the ticket queue for increased volumes and assist with tickets as needed.
Work closely with cross functional teams to ensure timely resolution of tickets.
Provide ticket quality checks for staff.
Work with Managers to identify workflow and process improvements.

Required qualifications Customer success / support experience, typically obtained in 4-5 years.
Solid organizational & prioritization ability; proven ability to work effectively on multiple projects simultaneously.
Excellent written and verbal customer-facing communications.

Ability to work with customers to prioritize and document challenges, articulate creative product solutions that will fit specific requirements, and communicate expectations back to customers.

Ability to ask leading questions to identify the root of a problem.
Skill in communicating system requests / issues / improvements/enhancements to our cross-functional team(s) and following through to resolution.
Dedication to improving processes and workflows. Strong attention to detail, with the ability to contribute concise and informative product documentation for the user knowledge base.
Ownership of work; unafraid to take control and see projects to completion.
Experience in working on technical aspects for B2B clients in an international organization.
Bachelor's degree, preferably in Business Administration, Project or Product Management, Data or Information Technology / Systems.
Ability to thrive on change. Great is better than good and dissatisfied with the status quo.
Written and spoken fluency in English.
Willingness to work an alternative work schedule, including early morning or overnight shifts.

Desired Qualifications Skill with various workflow tools: ZenDesk, JIRA, Django, SalesForce, Google Apps (Sheets, Docs & Slides).
Experience in enterprise service support and SaaS offerings.
Past experience in customer service, support, and/or training.

Understanding of modern programming languages, web services, and SQL databases (ability to write and execute queries against databases a huge plus).

Benefits Competitive compensation
Community-driven culture with employee events
Generous time off
Best-in-class benefits
Fun, modern workspace
Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture


Interested? Ready to apply? Visit us at to find out more and join the best team in the security industry.

Not ready to apply? Email careers_at_zerofox_dot_com to speak with a member of the team

Other Information This role is based out of our office in Bengaluru
This role requires occasional work on nights and weekends as needed

ABOUT ZEROFOX

s mission is clear:
we protect customers - their data, their assets and their people - across the internet.

Through AI-powered technology, global intelligence collection and services provided by a team of expert analysts and threat hunters, we give customers the protection and intelligence needed to disrupt a new era of attacks on the surface, deep and dark web.

Now is a great time to join the Fox Den:
we recently announced our intent to become a publicly traded company via a merger with L&F Acquisition Corp. and were named a Top Workplace by the Baltimore Sun.

With $150M in funding to date, recognition from Forrester as best-in-class in brand intelligence and numerous awards and honors, joining the ZeroFox team means joining a culture that is committed to excellence and growth.

That means committing to the success of each of our employees so you can be the best version of yourself on the best team.

If youre ready to join a team that is mission-oriented, customer-focused, collaborative and dedicated, youve come to the right place.

Equal Opportunity, Diversity & Inclusion

We aim to build a team that represents a variety of backgrounds, perspectives, and skills.

We embrace inclusion and ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, military or veteran status, or any other personal characteristic.