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Technical Support Specialist
3 weeks ago
Beauceron is a fast-growing, scale-up company with fantastic customer traction focusing on the human side of cybersecurity. We believe that our people are critical to our company’s success.
We partner with our customers to understand their goals and work towards providing value while driving long-term relationships for mutual success. As the Technical Support Specialist, you will serve as the bridge between Beauceron and the amazing people who use our product. This is a great oppurtunity to continue to grow your technical skillset while learning how to implement cybersecurity best practices. This role will report to the Senior Support Manager.
**Responsibilities**:
- Responsible for addressing all Tier I requests; including but not limited to basic user authentication issues, basic user interface questions and user questions about score, reporting suspected phishes, typos and errors, course content, false positives and Report-A-Phish Button.
- Responsible for executing day-to-day customer support operations, managing tickets, and following up on reported issues.
- Responsible for mastering the Beauceron platform and other internal tools to manage customer relationships efficiently and effectively, including reporting to the Senior Support Manager on noticeable trends on customer-submitted issues.
- Responsible for empathizing with the customer’s perspective and providing the best solutions that are aligned with Beauceron’s core values.
- Responsible for triaging support and escalating technical issues to other team members where necessary, including creating bug reports with clear steps to reproduce.
- Contributes to improving our internal processes to better serve our customers by strategizing with team members and Senior Support Manager.
- Other duties as assigned.
**Requirements **:
- You have excellent problem solving and analytical skills.
- You have experience troubleshooting technical issues.
- You have excellent English written and verbal communication skills.
- Ability to learn and master new technologies.
- Customer Service or Technical Support experience is an asset.
- Knowledge of mailflow rules in Exchange and Google Workspace is an asset.
- You believe in Beauceron’s mission statement and core values.
Why Work with Us
- You’re excited by the opportunity to have ownership over a role and grow with a company.
- We're a small, tight-knit group that works closely together.
- We have an excellent health and dental benefits package and RRSP matching program.
- Flexibility to work remotely or in the office
Do you require accommodations throughout the interview process? Let us know; we can help with that
