Associate Customer Support Specialist - Onboarding April 15
- Industry Other
- Category Information Technology
- Location Kathmandu, Nepal
- Expiry date Jan 19, 2038 (4555 days left)
Job Description
About SecurityPalSecurityPal, a fast-growing startup based out of San Francisco, is on a mission to help organizations power growth and innovation through unparalleled customer assurance.
Customers today seek continuous assurance that their data, privacy, and information assets are secured and protected. In modern B2B relationships, providing Customer Assurance (CAx)™ is mission-critical to growth and long-term success. We help assure our customers that their security, privacy, and GRC priorities are taken seriously throughout the lifecycle of their organization’s growth.
Based out of San Francisco, California, SecurityPal has rapidly established itself as the partner of choice in delivering customer assurance to Fortune 500 and Global 2000 brands.
Overview: Customer Operations
Customer Operations Is Responsible For Providing Customer Assurance To Our Customers, Which Ultimately Drives The Realization Of Total Contract Value And Client Renewals And Enables The Go-to-market Teams. Customer Operations Is a 90 + People Team With The Main Area Of Focus As:
- Client Onboarding
- Quality and SLA delivery
- Feedback and issue resolution
- Knowledge Library creation and maintenance: Provide Knowledge Library analytics and reports where needed.
As an Associate Customer Support Analyst at SecurityPal, you'll embark on a journey to provide exceptional support to our clients and contribute to the success of our Customer Operations team. You'll play a crucial role in addressing client inquiries, acknowledging requests, and assisting in delivering top-quality service while maintaining SLAs. This entry-level position will expose you to various aspects of customer support and operations, setting a solid foundation for your career growth within SecurityPal.
Responsibilities
- Equip yourself with all the essential functions of Customer Support to be able to deliver exceptional Customer Service.
- Acknowledge and respond promptly to client inquiries and requests under the guidance of senior team members, ensuring customer satisfaction.
- Ability to differentiate between in-scope and out-of-scope requests.
- Deliver as per the Standard Operating Procedures (SOP), and guidelines document.
- Achieve the set Customer Support SLAs.
- Flag, report, and escalate improvement feedback to the respective team/supervisor.
- Stay updated on current technical writing methods, cybersecurity trends, and industry best practices relevant to Customer Operations.
- Embrace opportunities for growth and improvement, actively seeking feedback and implementing solutions for enhancement.
- Collaborate with team members and subject matter experts to gather necessary information and provide clear and concise notes and insights.
- Strong interest in customer service and support, with a willingness to learn and adapt in a fast-paced environment.
- Proficient in both written and spoken English.
- Effective communication and escalation skills, with a keen attention to detail.
- Strong problem-solving skills and the ability to think critically under pressure.
- Ability to multitask, prioritize tasks effectively, and collaborate within dynamic team environments.
- Aptitude to learn the basics of GRC (Governance, Risk, and Compliance).
- A basic understanding of cybersecurity frameworks such as SANS, NIST, SOC-2, ISO 27001/27002, GDPR, and data privacy regulations is a plus.
- Bachelor's degree in Computer Science, Information Security, Information Technology, or a related field.
- Prior experience or coursework in cybersecurity or customer support/success roles is advantageous but not mandatory.
