What You Will Do
- Answer and respond quickly and appropriately to customer questions, needs and requests and coordinate resources to meet those needs.
- Participate as a tier 1 support technician as part of an on-call rotation
- Assist clients with technical support questions and issues.
- Manage tickets and ticket queues ensuring all tickets are responded to within SLA’s.
- Working knowledge of providing privacy and identity theft advice and guidance to clients on demand.
- Manage and record client interactions within the CRM platform.
- Contribute to client communications and education initiatives.
- Maintain working knowledge of BlackCloak’s solutions, platform features and best practices.
- Participate in knowledge transfer sessions, product training and other strategic initiatives as needed.
- This position will rotate between 1st (day) and 2nd (evening) shifts supporting Eastern, Central, Mountain and Pacific Time Zones. Working hours will primarily be M-F 3pm-11pm PST
- Participate in on-call shifts including nights and weekends, or as needed.
What You Need to be Successful
- The ideal candidate will have around 2 years of experience in a technical support role.
- Industry recognized information technology certifications a plus: CompTIA ITF+, CompTIA A+ or CompTIA Networking+
- Technical knowledge of operating systems such as Windows, macOS, iOS or Android.
- Operate independently and efficiently to manage multiple tasks and priorities simultaneously.
- Strong communication skills and ability to interface with clients.
BlackCloak Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about BlackCloak and has not been reviewed or approved by BlackCloak.
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Healthcare Strength — Employer-paid options for medical, dental, and vision are offered for employees, with additional income protection through company-paid disability and life insurance. Wellbeing is reinforced via a Calm subscription, Mental Health Days, and HSA access.
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Leave & Time Off Breadth — Generous PTO, a flexible vacation plan, and paid company holidays are highlighted. Paid parental and pregnancy recovery leave further expand time-off support.
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Fair & Transparent Compensation — Transparent salary bands are posted across many roles, and pay is framed as competitive for a remote cybersecurity startup. Cash is often paired with equity and performance bonuses, which can clarify total rewards.
BlackCloak Insights
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What We Do
BlackCloak protects corporate executives and high-profile individuals from cybersecurity, privacy, financial, and other reputational risks. Used by Fortune 500 companies across all industries, the BlackCloak Concierge Cybersecurity & Privacy™ Platform is a holistic solution including mobile and desktop apps as well as concierge support. Executives and high-profile individuals get peace of mind knowing their family, reputation, and finances are secured. Companies rest assured that their brand, intellectual property, data, and finances are protected against threats coming through executives without having to invade their personal lives. BlackCloak stands out in the cybersecurity industry by focusing on the often-overlooked intersection of personal and corporate digital protection. Unlike traditional firms that solely prioritize corporate defenses, BlackCloak understands that the vulnerabilities of high-level executives and their families can pose significant risks to the entire company. By offering comprehensive and tailored solutions that shield both personal and professional digital environments, BlackCloak ensures a holistic approach to security. This unique emphasis on protecting every facet of an executive's digital life—from corporate email systems to personal devices and home networks—sets BlackCloak apart as a pioneer in safeguarding the modern business world.
Why Work With Us
Here, you're not just an employee; you're a guardian of digital trust, protecting both corporate assets and personal identities. You'll join a dynamic team of innovators who are passionate about staying ahead of cyber threats and delivering tailored solutions to our unique client base.
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