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Simulator Customer Support Engineer I

PhishMe


PhishMe is seeking a motivated professional to join our Simulator Customer Support Engineering Team. The Customer Support Engineer is responsible for assisting customers with ad-hoc support requests from customers. They will interact with PhishMe customers assisting with questions related the use of PhishMe Simulator product and engaging PhishMe’s development staff as needed. Time zone coverage will be from 12-9PM PST, so candidates must be located on the West Coast.

Responsibilities

  • Resolve incidents, issues, and problems, alone and through collaboration with internal Sales, Engineering, Development, and Product Teams and PhishMe customers
  • Answer customer phone calls and respond to emails in a professional and timely manner
  • Develop internal processes to facilitate effective issue management
  • Develop documentation, FAQs and canned responses to improve consistency and accuracy of support responses
  • Other duties as assigned

The above statements are neither intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be a listing of all of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job. This job description is not a contract of employment, either express or implied. Employment with PhishMe will be voluntarily entered into and your employment is considered at will. PhishMe reserves the right to alter the job description at any time without notice.

Qualifications


Preferred Qualifications:

  • Two or more years supporting customers in an ad-hoc support role
  • Basic HTML skills
  • Basic understanding of spear phishing and the risk it presents to large enterprises
  • Excellent verbal and written communications skills
  • Proven ability to managed multiple support cases simultaneously
  • Basic IT troubleshooting abilities
  • Basic understanding of messaging, SMTP and email hygiene productCs
  • Available to cover support from 12-9PM PST

Competencies/Skills:

  • Excellent verbal and written communications skills, and strong keyboarding and telephone etiquette
  • Strong customer-service orientation and a commitment to achieve outstanding customer satisfaction
  • Have a natural love of multi-tasking and is able to manage changing or conflicting priorities, and multiple support cases simultaneously
  • Ability to sit and type for an extended amount of time while taking calls and cases through phone and email
  • Strong critical thinking skills; a problem solver who thinks “Outside the box”
  • Team Player who respects others ideas, and is an excellent listener
Compensation:

  • Competitive salary and stock
  • 401k plan with company match
  • Health, vision, dental, disability, and life insurance
  • Telecom expense reimbursement

Location:

  • US Telecommute (PST ONLY)
 

PhishMe is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis [protected class] including, but not limited to: veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law.