Technical Success Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact to efficiently and effectively address, respond to, and resolve client inquiries, requirements, and technical challenges.

• Oversee ticket management and ticket queues, ensuring that all client issues are acknowledged and resolved within the specified SLAs.

• Provide clients with timely advice and guidance on privacy and identity theft issues, showcasing a solid understanding of best practices.

• Cross-Team Coordination: Collaborate with internal teams (including the Account Success and Cybersecurity teams) to tackle and resolve intricate client inquiries and requirements.

• Assist in the enrollment of clients’ mobile and computer devices onto the BlackCloak platform.

• Document and manage all client interactions within the assigned Support platform (or BlackCloak's suite of Client Success tools).

• Keep abreast of BlackCloak’s solutions, platform features, best practices, and contribute to client communications and educational initiatives.

• Engage actively in knowledge transfer sessions, product training, and other strategic initiatives to promote individual, team, company, and client success.

• Support both external and internal customer-facing initiatives and events.

• Participate in on-call shifts for client support, including nights and weekends, as necessary.

⛳️ Requirements

• Approximately 2 years of experience in a technical support, customer success, or IT help desk role (or a combination thereof).

• Experience in fields such as cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is highly preferred.

• Direct experience working with executive-level clients is advantageous.

• Technical proficiency in major operating systems, including Windows, macOS, iOS, and Android.

• Industry-recognized IT certifications such as CompTIA ITF+, CompTIA A+, or CompTIA Network+ are beneficial.

• Privacy certification (such as CIPP) or relevant experience in identity theft (like CIPA) is a plus.

• Outstanding verbal and written communication skills are essential, with the capacity to effectively interface with clients and resolve issues via phone and/or email.

• Well-developed customer service soft skills, including empathy and relationship-building capabilities.

• Ability to work independently in a remote setting with a high level of autonomy, as well as the capacity to perform under pressure and manage multiple tasks and responsibilities concurrently.

• A keen attention to detail and accuracy is required.

• Willingness to travel for company or client events on limited occasions.

🏝️ Benefits

• Fully Remote Company, operating within the USA.

• Comprehensive Medical, Dental, and Vision plans with a 100% employer-paid monthly premium option for employees and 50% employer-paid monthly premiums for dependents.

• Health Savings Account with company contributions for eligible medical plans.

• Flexible Vacation Plan.

• 10 Paid Company Holidays.

• 100% employer-paid Life, AD&D, and Short- and Long-Term Disability Insurance.

• 401k with Traditional and Roth options, including employer match.

• Company Equity.

• Paid Parental and Pregnancy Recovery Leave.

• Company and team off-sites and virtual events throughout the year.

• Home office stipend.