The Role
The Customer Support Specialist will provide empathetic and timely support via chat and email, resolve technical issues, and maintain customer satisfaction.
Summary Generated by Built In
About the role
Teramind is currently seeking a Customer Support Specialist to join our Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. The Customer Support Specialist will be responsible for maintaining positive customer relations and satisfaction by providing service via chat, and email, and working with the rest of the teams. The CSS operates at the intersection of product functionality and plays an integral role in maintaining our top-level product experience standard. This person will be the first line of contact through chat/email with our customers during their shift- Monday to Friday from 6AM to 2PM CET
Responsibilities
• Provide technical support to our customers
• Maintain high customer satisfaction while managing operational expectations
• Become a product expert and maintain a deep understanding of product functionality
• Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
• Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies. Identify trends in support requests to help create long-term solutions.
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Requirements
• Minimum 2 years of relevant experience as technical support/support engineer/customer support or in a similar role
• Experience with troubleshooting in Windows, Linux and MacOS
• Knowledge of cloud computing platforms (Azure, AWS, GCP)
• Good knowledge of working with ticketing systems
• Basic knowledge of SQL (PostgreSQL)
• Basic knowledge of servers
• A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills in English.
• Strong interpersonal skills and ability to work with customers & cross-functional teams.
• Has strong reading comprehension and attention to detail.
• Ability to translate intricate technical details to simple, understandable terms.
About Us
At Teramind, we're pioneering a predictive, AI-driven approach to safeguarding organizations' people, data, and operations. As a global leader in user behavior analytics, insider risk management, and workforce intelligence, we empower businesses to transform data into a strategic asset - delivering clear visibility, control, and proactive protection across digital environments.
We're open to hiring in just about every country in the world! Feel free to apply even if you don't live in the country listed in the job description.
Benefits
This is a remote job. Work from anywhere! We’ve been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams.
Additionally:
• Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.
• Competitive compensation
• Career growth opportunities
• Flexible paid time off
• Laptop reimbursement
• Ongoing training and development opportunities
About our recruitment process
We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story. You can expect up to 3 interviews. In some scenarios, we’re able to streamline the process to have minimal rounds. Director-level roles and above should expect a more thorough process, with multiple rounds of interviews.
All roles require reference and background checks
Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.
Top Skills
AWS
Azure
GCP
Linux
macOS
Postgres
SQL
Ticketing Systems
Windows
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The Company
What We Do
Teramind is the leading provider of insider threat management, data loss prevention, and business process engineering software. With hundreds of five star reviews and thousands of customers across the globe Teramind is all about bringing your business peace of mind by providing data backed insights into your company & workforce. Visit https://www.teramind.co.
