Join the BlackCloak CSOC Talent Community - Technical Success Specialist (TSS)

Summary

BlackCloak provides client security operations and cybersecurity protection services. The Technical Success Specialist serves as the first point of contact for clients, resolving technical issues, enrolling devices on the platform, and advising on privacy and identity theft concerns while coordinating with internal teams.

Responsibilities

• Serve as the first point of contact for client questions, needs, and technical issues, and resolve them quickly
• Manage tickets and ticket queues so every client issue is answered and resolved within our SLAs
• Enroll clients’ computers and mobile devices onto the BlackCloak platform
• Advise clients on privacy and identity theft matters, drawing on established best practices
• Coordinate internal resources across Account Success and Cybersecurity to resolve complex client needs
• Record every client interaction in our support and Client Success tools, and contribute to client education materials
• Take part in knowledge transfer sessions and product training, and support client-facing initiatives and events
• Work regular Saturdays and Sundays, and participate in on-call shifts for client support, including nights and holidays

Skills

• Around two years in technical support, customer success, or an IT help desk role, or a combination of these
• Technical working knowledge of major operating systems, including Windows, macOS, iOS, and Android
• Exceptional verbal and written communication, and the ability to resolve client issues by phone and email
• Highly developed service instincts, including empathy and relationship building
• Ability to organize, prioritize, and work autonomously in a remote environment under pressure, with close attention to detail
• Willingness to travel in limited circumstances
• Cybersecurity, privacy, identity theft, fraud, data breach, or risk and compliance experience is a plus
• CompTIA ITF+, A+, or Network+
• Experience working directly with executive-level clients is preferred
• A privacy certification such as CIPP is a plus

Qualifications

Must Haves

• Around two years in technical support, customer success, or an IT help desk role, or a combination of these
• Technical working knowledge of major operating systems, including Windows, macOS, iOS, and Android
• Exceptional verbal and written communication, and the ability to resolve client issues by phone and email
• Highly developed service instincts, including empathy and relationship building
• Ability to organize, prioritize, and work autonomously in a remote environment under pressure, with close attention to detail
• Willingness to travel in limited circumstances

Nice to Haves

• Cybersecurity, privacy, identity theft, fraud, data breach, or risk and compliance experience is a plus
• CompTIA ITF+, A+, or Network+
• Experience working directly with executive-level clients is preferred
• a privacy certification such as CIPP is a plus

Benefits

• Remote work arrangement