Description

Teramind is a hybrid, global workforce building the next-generation Insider Risk Management and User Behavior Analytics platform.
Join our team of innovators who are redefining insider risk management through cutting-edge technology. More than 10,000 organizations across the globe use Teramind to mitigate insider threats and protect their sensitive company data with the most robust, enterprise-grade software on the market.
As a global team, Teramind embraces an inclusive and flexible work environment and team culture. We win together, learn from each other and respect each other while delivering best-in-class security solutions.

About the role

Teramind is currently seeking a Customer Support Specialist to join our Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. The Customer Support Specialist will be responsible for maintaining positive customer relations and satisfaction by providing service via chat, and email, and working with the rest of the teams. The CSS operates at the intersection of product functionality and plays an integral role in maintaining our top-level product experience standard. This person will be the first line of contact through chat/email with our customers during their shift- Monday to Friday from 9AM to 5PM CET

Responsibilities

  • Provide technical support to our customers
  • Maintain high customer satisfaction while managing operational expectations
  • Become a product expert and maintain a deep understanding of product functionality
  • Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
  • Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies.
  • Identify trends in support requests to help create long-term solutions
    Requirements

  • Minimum 2 years of relevant experience as a technical support or in a similar role

  • Ability to navigate comfortably in Linux, macOS, and Windows shells and operating systems

  • Knowledge of PostgreSQL

  • Knowledge of cloud computing platforms (Azure, AWS, etc)

  • Knowledge of an Intercom or similar ticketing system

  • Understanding of B2B SaaS products, IT security, and data platforms

  • Ability to translate intricate technical details to simple, understandable terms

  • Strong interpersonal skills and ability to work with customers & cross-functional teams.