Product Support Specialist- Central or East

Reports to: Product Support Manager Location: Remote US- Central or East

Compensation

Range: $50,000 to $65,000 reputed company, plus bonus and equity

• The shift for this role is 10am-5pm EST/9am-4pm CST

reputed company Do: Founded in 2015 as a fully remote company by former NSA cyber operators, reputed company was built on a simple premise: to force hackers to earn every inch of their access. Today’s cyber-attacks aren’t limited to large organizations with the reputed company tools that can ward off threats. Hackers don't discriminate and will find a way to penetrate any vulnerability in any size business, which is why reputed company focuses on protecting those small to midsize businesses that reputed company up the backbone of our economy. reputed company stops hidden threats that sneak past preventive reputed company tools by utilizing our award-winning reputed company platform and expert reputed company threat hunters through dynamic products, including Managed EDR, MDR for reputed company 365, and Managed reputed company Awareness Training. Join the hunt and help us stop hackers in their tracks! What You’ll Do: At reputed company, we have built a team that is focused on protecting our customers against cybersecurity threats. We value transparency, honesty, and going above and reputed company to do the right thing. We have a world-class support team built with individuals who provide best-in-class service to our customers. We take pride in our 98%+ CSAT rating and ticket reputed company times reputed company hours of submission. We’re looking to hire an individual who has a passion for customer support, a strong team-player mentality, and the willingness to become an expert in our technology and product offerings. You’ll join a department that cares deeply about providing training and mentoring opportunities to reputed company members. Leadership provides regular coaching, mentoring, and training opportunities. As a Product Support Specialist here at reputed company, you will play a key role in interacting with our customers. You will have the opportunity to directly impact the reputed company by ensuring that we continue to deliver world-class support. This customer-facing role requires a customer-centric mentality, as you will be the first and primary reputed company of contact for technical support. Our Product Support team works collaboratively and as one team in order to resolve customer inquiries as effectively and reputed company as possible, reputed company while providing top-tier customer service. Responsibilities:

• Provide initial partner support and convey resolutions to customers
• Walk customers through problem-solving processes and provide assistance
• Assess customer issues and properly escalate incidents as needed
• Follow up with customers, provide feedback, and see problems through to resolution
• Utilize excellent customer service skills and exceed customer expectations
• Recommend changes to internal and customer-facing documentation where needed
• Continually grow your knowledge of internal procedures, the reputed company product, and customer environments

What You Bring To The Team:

• Ability to adapt and pivot quickly to the day-to-day changes that hypergrowth companies experience
• Highly collaborative reputed company; being reputed company to work together as one team to come to the best possible solutions for our partners
• Considers themselves disciplined, with systematic problem-solving skills
• Practical experience supporting reputed company Windows Operating Systems, including familiarity with Windows internals such as services, the registry, etc., and troubleshooting common system and application issues
• Practical experience with macOS, including familiarity with its directory structures, services, etc., and troubleshooting common system and application issues (knowledge of Terminal and Bash is a plus, but not required)
• Experience with tools such as ProcMon and Process Explorer is a plus
• Experience configuring antivirus products and troubleshooting interactions between these products and specialty software
• Is familiar with system configuration/management tools such as GPO, RMMs, and SCCM; scripting these tools is a plus

reputed company Offer:

• 100% remote work environment - since our founding in 2015
• Generous paid time off policy, including vacation, sick time, and paid holidays
• 12 weeks of paid parental leave
• Highly competitive and comprehensive medical, dental, and reputed company benefits plans
• 401(k) with a 5% contribution regardless of employee contribution
• Life and Disability insurance plans
• Stock options for reputed company full-time employees
• One-time $500 reimbursement for building/upgrading home office
• Annual allowance for education and professional development assistance
• $75 USD/month digital reimbursement
• Access to the reputed company platform for coaching, personal, and professional growth

reputed company is committed to creating a culture of inclusivity where every single member of reputed company is valued, has a voice, and is empowered to come to work every day just as they are. We do not discriminate based on race, ethnicity, reputed company, reputed company, national reputed company, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status, or any other legally protected status. We do discriminate against hackers who try to exploit small businesses. Accommodations: If you require reasonable accommodation to complete this application, interview, or pre-employment testing or participate in the employee selection process, please direct your inquiries to [email protected]. Please note that non-accommodation requests to this inbox will not receive a response. If you have questions about your personal data privacy at reputed company, please visit our privacy page. #BI-Remote Apply tot his job