Platform Support Specialist

ZeroFox seeks a multi-talented quick-thinking energetic and client-focused Customer Support Specialist 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 Customer Support Specialist 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 a high visibility role within the organization and your team s work will directly impact the success of ZeroFox customers and partners Successfully review triage and respond to customer and internal support tickets as a part of the ZeroFox help desk workflow Consistently leverage established process and procedure for a high volume of information requests Act as an escalation point for internal and external stakeholders Assist Customer Support Manager to optimize success and support processes and ensure support quality Build and maintain cross-functional BU relationships that help drive productivity and increase overall Platform Operations KPIs and Customer Retention Provide excellent customer experiences to delight our customers in every interaction Requirements Customer success support experience typically obtained in 2-4 years candidates with experience in enterprise service helpdesk and SaaS offerings will be given priority consideration Solid organizational prioritization ability proven ability to work effectively on multiple projects simultaneously Excellent client-facing communications - both written verbal 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 Skilled in communicating system requests issues improvements enhancements to our cross-functional team s and following through with our customers on resolutions Dedication to improving processes and workflows Participate in improving the services we provide to our platform customers including but not limited to support procedures and managed services for the ZeroFox platform Professional and effective presentation skills - ability to lead groups in product training ZenDesk or similar tools 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 Bachelor s degree preferably in Business Administration Project or Product Management Data or Information Technology Systems Experience using systems such as Zendesk and or Salesforce 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 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