Technical Success Specialist - name

BlackCloak ’s mission is to protect corporate executives and high-profile individuals in their personal lives, mitigating risks to their families, companies, reputation, and finances. We defend our clients’ digital lives from hackers, privacy leaks, and identity theft. If you are passionate about helping to protect others, then keep reading - this may be your next great opportunity.

BlackCloak is seeking a dynamic individual with IT help desk and customer support experience to join our team as an entry-level Technical Success Specialist. This critical, client-facing role combines immediate technical support with the foundational process of client integration. You'll be responsible for establishing and maintaining client relationships by communicating directly through phone, video conferencing, and email to deliver a successful onboarding experience. You will also provide objective analysis to proactively identify and solve technical issues with the BlackCloak platform, as well as cybersecurity and privacy problems for our clients. This involves working closely with our Account Success, Security Operations and Product teams to ensure a flawless experience. If you have a strong interest in furthering your knowledge in cybersecurity and privacy, this position offers a great start with future job growth possibilities into more specialized cybersecurity or client success roles.

The ideal candidate has a background in customer and technical support with a working knowledge of all types of consumer technology products (macOS, iOS, Android, Windows) and exhibits a passion for delivering outstanding and memorable experiences and delighting clients. If you have a strong interest in furthering your knowledge in cybersecurity and privacy, this is a great entry-level position to get you started. The growth opportunity for this role is the potential to transition into cybersecurity or client success roles.

What You Will Do

• Serve as the initial point of contact to quickly and appropriately answer, respond to, and resolve client questions, needs, and technical issues.
• Manage tickets and ticket queues, ensuring all client issues are responded to and resolved within established SLA's.
• On demand, provide clients with advice and guidance on privacy and identity theft matters, demonstrating a working knowledge of best practices.
• Cross-Team Coordination: Coordinate internal resources (including the Account Success and Cybersecurity teams) to address and resolve complex client inquiries and needs.
• Enroll clients’ mobile and computer devices onto the BlackCloak platform
• Manage and record all client interactions within the designated Support platform (or BlackCloak 's set of Client Success tools).
• Maintain working knowledge of BlackCloak ’s solutions, platform features, best practices, and contribute to client communications and education initiatives.