ZeroFox
Information Technology and Services
PlatformSupportSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Platform Support Specialist at ZeroFox. Skills: Customer Support, Client Relationships, SaaS Platform. Review support tickets. Triage support tickets”
What You'll Achieve.
Increase overall Platform Operations KPIs; Increase Customer Retention
Industry & Context.
Strategic thinking; Data-driven decision making; Identify root of problem
Alternative work schedule
What They're Looking For.
Must Have
Customer success / support experience, Enterprise service help desk experience, SaaS offerings experience, Organisational & prioritization skills, Work effectively on multiple projects, Client-facing communications, Communicate expectations back to customers, Ask leading questions to identify root of problem, Communicate system requests/issues/improvements/enhancements, Follow through with customers on resolutions, Improve processes and workflows, Participate in improving services, Professional and effective presentation skills, Lead groups in product training, Attention to detail, Contribute concise and informative product documentation, Ownership and take control of projects, See projects to completion, Thrive on change, Written and spoken fluency in English, Work an alternative work schedule
Nice to Have
Experience in enterprise service help desk, Experience with SaaS offerings, Experience using Zen desk, Experience using Salesforce, Experience with JIRA, Experience with Django, Experience with SQL, Experience with Gainsight/SalesForce, Experience with Google Apps, Experience with Zendesk, Past experience in customer service, Past experience in support, Past experience in account management, Past experience in training, Understanding of modern programming languages, Understanding of web services, Understanding of SQL databases, Ability to write and execute queries against databases, Written and spoken fluency in Spanish, Written and spoken fluency in French, Written and spoken fluency in German
What You'll Do.
Review support tickets
Triage support tickets
Respond to support tickets
Manage customer helpdesk
Provide customer solutions
Guide messaging for outreach
Work with Account Management
Work with Technology teams
See issues to resolution
Leverage process and procedure
Act as escalation point
Assist Customer Support Manager
Optimize success processes
Optimize support processes
Ensure support quality
Build cross-functional BU relationships
Increase Platform Operations KPIs
Increase Customer Retention
Provide excellent customer experiences
How You'll Work.
Team & Collaboration
Account Management teams; Technology teams; Cross-functional BU relationships
Communication Scope
Client-facing communications; Written communication; Verbal communication; Presentation skills
Full Job Description
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. **Requirements** **Responsibilities** · 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 Operation
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