We are looking for a Web Security Analyst Junior to join our growing global team at Sectigo. The Web Security Analyst Junior plays a crucial role in supporting our team with providing outstanding technical support to our customers via phone, email, and chat. This individual’s primary responsibilities include troubleshooting, problem-solving, and ensuring that customers receive prompt and effective solutions. This position is an excellent opportunity for individuals with a passion for technology and a strong desire to help customers. This is a full-time and in-office position, working 5 days a week from our Chennai office at DLF IT Park, Manapakkam.
Here are the core functions, responsibilities, and expectations for this role:
- Provide first-level technical support to customers by actively listening, diagnosing, and resolving technical issues promptly and effectively.
- Guide customers through troubleshooting procedures, step-by-step instructions, and potential solutions to resolve their technical problems.
- Documentation: Maintain accurate and detailed records of customer interactions, issues, and resolutions in our ticketing system.
- Escalate complex technical issues to Level 2 or Level 3 support, when necessary, while ensuring proper documentation and communication.
- Educate customers on product features, functionality, and best practices to enhance their overall experience.
- Collaborate with other departments, such as product development and quality assurance, to provide feedback and suggestions for improving products.
- Knowledge Sharing: Stay up to date with product knowledge and industry trends to effectively support customers and assist with continuous improvement of support processes.
- Work, shadow, and learn closely with other senior team members on everyday functions.
- Additional tasks associated with this position may be assigned in response to company initiatives and business needs.
Education:
- Completion of a 3-year degree is strongly preferred to be considered for this role.
Experience:
- Proficient computer skillset is preferred. Confidence with DNS, FTP, and hosting platforms is strongly preferred.
- Previous experience in a customer service or technical support role is preferred.
Ideal Candidate Profiles, Talents, and Desired Qualifications:
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Willingness to learn and adapt to new technologies and software.