Platform Support Specialist

ZeroFox seeks a multi-talented, quick-thinking, energetic, and client-focused Customer Support Specialist to join a rapidly growing team. This role will be dedicated to delivering the best in customer service to all of our platform customers, supporting the day-to-day operations of a global team. The Customer Support Specialist will guide messaging for ZeroFox's inbound and outbound outreach efforts, working in tandem with the Account Management and Technology teams to see issues to resolution. Notable responsibilities will include managing the customer helpdesk, crafting messaging and automating tasks.

This successful candidate will work to build robust and meaningful relationships, both internally and externally, to keep feedback loops active, provide amicable customer solutions, and be technically competent on the ZeroFox Saas platform. This is an exciting opportunity that requires strategic thinking and data-driven decision making. Competitive candidates must feel comfortable working with both highly technical and non-technical disciplines to ensure that data and systems are used to effect appropriate outputs and results. The ability to create repeatable processes and identify, manage, and mitigate risks will be paramount to drive scale and extensive enterprise growth.

This is a high visibility role within the organization and your team's work will directly impact the success of ZeroFox customers and partners.

Requirements

Responsibilities

• Successfully review, triage, and respond to customer and internal support tickets as a part of the ZeroFox help desk workflow
• Consistently leverage established process and procedure for a high volume of information requests
• Act as an escalation point for internal and external stakeholders
• Assist Customer Support Manager to optimize success and support processes and ensure support quality
• Build and maintain cross-functional BU relationships that help drive productivity and increase overall Platform Operations KPIs and Customer Retention
• Provide excellent customer experiences to delight our customers in every interaction

Required Qualifications And Skills

Desired Qualifications

Benefits

Skills Required

Salesforce, Django, zendesk, Jira, Google Apps, Sql