Customer Support Specialist

Immersive Labs is the leader in people-centric cyber resilience. We help organizations continuously assess, build, and prove their cyber workforce resilience for teams across the entire organization, from front-line cybersecurity and development teams to Board-level executives. We provide realistic simulations and hands-on cybersecurity labs to evaluate individual and team capabilities and decision-making against the latest threats.
https://www.immersivelabs.com/why-immersive-labs
Where we are now
Immersive Labs was founded in 2017, from a cargo container in Bristol, UK we've grown to over 300 employees globally, announced funding of more than £150 million and been voted a Best place to work for the last 3 years running! We are trusted by the world's largest organizations including KPMG, Sophos and the NHS to measure, map to risk, and optimize the human cyber abilities of their entire workforce.
https://careers.immersivelabs.com/our-story/
We encourage people of all different backgrounds and identities to apply. We are committed to maintaining an inclusive, supportive place for you to be you and do your very best work.
Customer Support Analyst
We are looking for a Customer Support Analyst with a passion for best-in-class customer service to join the team. As a member of the Customer Support Team, your role will be instrumental in ensuring our customers get the best experience from our platform, while helping organizations to optimize their cyber workforce.
With our continued success and growth we have the opportunity for individuals with a passion for customer service to join us on our journey.
Your main responsibilities (we're scaling fast, so these may change as we grow):

• Provide support & guidance to professionals across our customer base that use the Immersive Labs platform.
• Help customers navigate a variety of tools & features within Immersive Labs.
• Maintain comprehensive knowledge of Immersive Labs to diagnose software issues, engaging with our product and engineering teams to solve more complex product issues.
• Work closely with teams across the organisation in support of customers.
• Respond to customer tickets inline with our defined SLAs.
• Speak directly with customers to ensure smooth resolution of support tickets.

You should apply if you have (we know it's tough, but please try to avoid the confidence gap . You don't have to match all the listed requirements exactly to be considered for this role):

• Have demonstrated experience in customer service and are passionate about the customer experience.
• Possess technical aptitude or familiarity with software concepts.
• Ability to troubleshoot technical queries.
• Problem solving skills.
• Experience in a help-desk environment would be an advantage

Immersive Labs' growth has been fuelled by the values that underpin everything we do, here's how they relate to this role

• Drive - We are innovators and market-creators, constantly moving forward to achieve results in support of our mission.
• Inclusive - We are passionate about creating an environment of inclusion and respect for our employees, customers and partners, everyone has opportunities to thrive.
• Customer Obsessed - We seek to develop deep relationships with our customers to help them achieve their business outcomes
• One Team - We are a talented global team working together to achieve our vision.

If you would like to read more about what you can expect from our recruitment process, you can visit our dedicated interview process page.
As well as an inclusive, supportive place for you to be you. We offer an extensive range of benefits so you can do your very best work:

• Time off, flexible and remote working so you can work when is best for you, includes 25 days annual leave + 2 volunteering days and your birthday off
• The longer you are with Immersive Labs, the more holiday days you get, up to a maximum of 30 days after five years of service
• Look after your family and yourself with enhanced parental leave, mindfulness groups, critical illness cover, 7% matched pension, private healthcare plan and more
• Career and learning development through the platform and our 'Learn Anything' fund
• Recognition & Rewards for doing great work and living our values and behaviours
• Informal or formal flexible working options, e.g. flexible start and finish times, reduced hours, job share, remote working
• We're a sociable, tight-knit team with monthly socials, and sports clubs. Our socials have included everything from pottery painting and paper mask making, to movie nights and escape rooms
• When you do visit the UK hub, getting there is easy: we're based in the centre of Bristol, just a 10 minute walk from the train station. We also offer railcard loan and cycle scheme to buy a new bike

Find out more at https://careers.immersivelabs.com