[Hiring] Technical Success Specialist @BlackCloak

Role Description

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.

• Establish and maintain client relationships through phone, video conferencing, and email.
• Deliver a successful onboarding experience.
• Provide objective analysis to proactively identify and solve technical issues with the BlackCloak platform.
• Address cybersecurity and privacy problems for clients.
• Work closely with Account Success, Security Operations, and Product teams to ensure a flawless experience.
• Participate in knowledge transfer sessions, product training, and other strategic initiatives.
• Support external and internal customer-facing initiatives and events.
• Participate in on-call shifts for client support, including nights and weekends, or as needed.

Qualifications

• Approximately 2 years of experience in a technical support, customer success, or IT help desk role.
• Experience in areas such as cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is highly desirable.
• Experience working directly with executive-level clients is preferred.
• Technical working knowledge of major operating systems, including Windows, macOS, iOS, and Android.
• Industry-recognized information technology certifications such as CompTIA ITF+, CompTIA A+, or CompTIA Network+ are a plus.
• Privacy certification (like CIPP) or related identity theft experience (like CIPA) is a plus.
• Exceptional verbal and written communication skills are mandatory.
• Highly developed customer service soft skills, including empathy and relationship-building abilities.
• Ability to operate independently in a remote environment with a high degree of autonomy.
• Attention to detail and accuracy is a must.
• Willingness to travel for company or client events in limited circumstances.

Requirements

• Manage tickets and ticket queues, ensuring all client issues are responded to and resolved within established SLA's.
• Provide clients with advice and guidance on privacy and identity theft matters.
• Coordinate internal resources 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.
• Maintain working knowledge of BlackCloak’s solutions, platform features, and best practices.

Benefits

• 100% Remote Company, within the USA.
• Comprehensive Medical, Dental, and Vision plans with a 100% employer-paid monthly premium option for employees & 50% employer-paid monthly premiums for dependents.
• Health Savings Account with company contribution for eligible medical plans.
• Flexible Vacation Plan.
• 10 Paid Company Holidays.
• 100% employer-paid Life, AD&D and Short- and Long-Term Disability Insurance.
• 401k with Traditional and Roth options, including employer match.
• Company Equity.
• Paid Parental and Pregnancy Recovery Leave.
• Company and team off-sites and virtual events throughout the year.
• Home office stipend.