Platform Support Specialist

2 months ago

bangalore, India ZeroFOX Full time

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 ZeroFox’s 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 team’s 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 ZeroFox’s 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

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