Customer Support Operations Administrator

  • Contract: Full-time

Job Description

Reporting to the Director of Customer Support, the Customer Support Operations Administrator is responsible for assisting internal customers with ad-hoc Zendesk administration, configuration and reporting requests and will answer questions related the use of the Zendesk ticketing system.

Responsibilities

Primary responsibilities:

  • Ensures that the day-to-day operations run smoothly, and that effective methods are put into place so Customer Support runs to its maximum productivity.
  • Perform Zendesk User account management for internal Cofense Zendesk users and admins.
  • Provide technical assistance by responding to inquiries from internal users regarding questions, problems, or errors about ticketing system.
  • Respond to tickets, emails, chat sessions and phone calls in a professional and timely manner.
  • Provide administrative support to workflow reassignments.
  • Provide automated and manually created customized graphs and reports as necessary.
  • Run reports through Zendesk Insights an/or GoodData as requested, creating reports and queries if they do not currently exist.
  • Develop documentation, FAQs and canned responses to improve consistency and accuracy of support responses.
  • Obtain, evaluate and research relevant data to identify support trends and issues; recording detail, including actions taken in the Zendesk ticketing system.
  • Monitor Support queue to ensure tickets are properly processed, coded, and assigned.
  • 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 Cofense will be voluntarily entered into and your employment is considered at will. Cofense reserves the right to alter the job description at any time without notice.

Skill Requirements

Education and/or Experience:

  • Entry-level position, 1+ year of supporting internal and external customers in an ad-hoc support role a plus.
  • Advanced trouble ticketing system experience, administration experience and certification a plus, Zendesk preferred.
  • Experience sending client communications via Pardot or similar tool.
  • An understanding of spear phishing and the risk it presents to small and medium businesses.
  • Advanced Salesforce user experience is preferable.

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 issues simultaneously, effectively meeting deadlines.
  • Superior attention to detail and accuracy skills.
  • Ability to sit and type for an extended amount of time while taking cases through chat, email and phones (wireless headset).
  • Strong critical thinking skills; a problem solver who thinks outside the box.
  • Team Player who respects others ideas, and is an excellent listener.

About the Company

In 2008, PhishMe was launched and fulfilled our vision of leveraging the everyday employee in the fight against phishing. After all, it’s the employee being targeted. Fast forward to today and we now have a full suite of phishing defense solutions and a new name that represents our focus on building an organization-wide collaborative, collective defense. Cofense.

Cofense combines market-leading incident-response technologies with employee-sourced attack intelligence for a complete collective defense against email-based cyber-attacks. With Cofense, you can disrupt attacks at delivery and stay ahead of breaches. Imagine a time when every user becomes an instinctual node on the network, feeding actionable intelligence to security teams. Where technology and users alike work together, creating a cycle of unparalleled vigilance and response. And where unmatched human aptitude meets the speed and orchestration of technology to find and eliminate threats.

This is the new state of collective defense – cyber security purpose-built to crash test every email. Designed to anticipate and disrupt the attack kill chain at delivery, triggering enterprise-wide detection and security automation and orchestration.

Today this is all made real for thousands of businesses around the world, from the global 2,000 to small and medium enterprises, representing all industries and verticals. Led by a team of pioneering cybersecurity experts, Cofense sharpens your organization’s aptitude for detection and delivers unprecedented engagement, response, and mitigation.

Move from one to many. Discover a new paradigm of cohesion and cooperation. With Cofense, you experience the power of the collective.

How to apply

Apply for this job online using the link below.

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