Join the BlackCloak CSOC Talent Community - Technical Success Specialist (TSS)

Job description

Our Client Security Operations Center protects members around the clock, and Technical Success Specialists are the first people members reach when something needs fixing. In this role you communicate directly with clients by phone, video conference, and email. You answer and resolve technical questions, enroll their computers and mobile devices onto the BlackCloak platform, and guide them through privacy and identity theft concerns in plain language. You work closely with our Account Success, Security Operations, and Product teams so the experience with BlackCloak is seamless from the very beginning. You bring a working knowledge of consumer technology across macOS, iOS, Android, and Windows. You take real pride in delivering outstanding, memorable experiences, and you want to delight clients every time. You are eager to deepen your knowledge of cybersecurity and privacy, and this is an entry point that can grow into more specialized cybersecurity or client success work. You are not applying to a specific role here. You are telling us what you do and what you want next, so we contact you when there is a real match. Here is how it works. We review every submission. We tag your areas of interest so the right recruiter finds you. When a role opens that fits, we contact you directly, and you can opt out of updates any time. Tell us about yourself below. ### What you would do - Serve as the first point of contact for client questions, needs, and technical issues, and resolve them quickly - Manage tickets and ticket queues so every client issue is answered and resolved within our SLAs - Enroll clients’ computers and mobile devices onto the BlackCloak platform - Advise clients on privacy and identity theft matters, drawing on established best practices - Coordinate internal resources across Account Success and Cybersecurity to resolve complex client needs - Record every client interaction in our support and Client Success tools, and contribute to client education materials - Take part in knowledge transfer sessions and product training, and support client-facing initiatives and events - Work regular Saturdays and Sundays, and participate in on-call shifts for client support, including nights and holidays ### What you need to be successful - Around two years in technical support, customer success, or an IT help desk role, or a combination of these - Technical working knowledge of major operating systems, including Windows, macOS, iOS, and Android - Exceptional verbal and written communication, and the ability to resolve client issues by phone and email - Highly developed service instincts, including empathy and relationship building - Ability to organize, prioritize, and work autonomously in a remote environment under pressure, with close attention to detail - Cybersecurity, privacy, identity theft, fraud, data breach, or risk and compliance experience is a plus, as is CompTIA ITF+, A+, or Network+ - Experience working directly with executive-level clients is preferred, and a privacy certification such as CIPP is a plus - Willingness to travel in limited circumstances