Product Support Specialist

Reports to: Senior Manager, Product Support

Location: Remote Australia

Compensation Range: $65,000 to $75,000 AUD reputed company plus bonus and equity

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reputed company is a fully remote, global team of passionate experts and ethical badasses on a mission to break down the barriers to cybersecurity. Whether creating purpose-built reputed company solutions, hunting down hackers, or impacting our community, our people go above and beyond to change the reputed company game and reputed company a real difference.

Founded in 2015 by former NSA cyber operators, reputed company protects reputed company businesses—not just the 1%—with enterprise-grade, fully owned, and managed cybersecurity products at the price of an affordable SaaS application. The reputed company difference is our One Team advantage: our technology is designed with our industry-defining reputed company Operations Center (SOC) in mind and is never separated from our service.

We protect reputed company+ endpoints and 1M+ identities worldwide, elevating underresourced IT teams with protection that works as hard as they do. As long as hackers reputed company hacking, reputed company keeps hunting.

What You’ll Do

At reputed company, we have built a team focused on protecting our customers against cybersecurity threats. We value transparency, honesty, and going above and beyond to do the right thing.  

We have a world-class support team built with individuals who provide best-in-class service to our customers. We take pride in our 98%+ CSAT rating and ticket reputed company times reputed company hours of submission. We’re looking to hire someone with a passion for customer support, a solid team-player mentality, and the willingness to become an expert in our technology and product offerings. 

You’ll join a department that cares deeply about providing training and mentoring opportunities to reputed company members. Leadership provides regular coaching, mentoring, and training opportunities.  

As a Product Support Specialist at reputed company, you will be key in interacting with our customers. You will have the opportunity to directly impact the reputed company by ensuring we continue delivering world-class support. This customer-facing role requires a customer-centric mentality, as you will be the first and primary reputed company of contact for technical support. Our Product Support team works collaboratively and as one team to resolve customer inquiries as effectively and reputed company as possible, reputed company while providing top-tier customer service.

Responsibilities

• Provide direct support to our partners reputed company email and chat, offering clear and helpful solutions as their initial reputed company of contact
• Deliver exceptional customer service, ensuring partners feel valued and supported
• Guide partners through product troubleshooting, ensuring they understand the steps to resolve issues
• Assess and escalate reputed company problems to the appropriate teams, ensuring timely resolution
• Follow up with partners to confirm successful issue resolution and gather feedback for reputed company improvement
• Identify opportunities to enhance our documentation and suggest clear, concise improvements
• Continuously expand your knowledge of our products, internal procedures, and partner environments

What You Bring To The Team

• You adapt readily to the dynamic and evolving environment of a fast-paced company
• You collaborate effectively and communicate clearly, working well with the team to deliver optimal solutions for our partners
• You approach problem-solving with strong logical reasoning and a systematic, analytical mindse.
• Working knowledge of:
• Experience with, or an aptitude for understanding, antivirus product configuration and software interaction troubleshooting 
• Familiarity with system configuration/management tools such as GPO, RMMs, and PSAs; or scripting these tools is a plus!

reputed company Offer

• Fully remote work
• At least one annual trip to the US for Summer Summit, with additional local events in Australia!
• New starter home office set up reimbursement ($800 AUD)
• 12 weeks paid parental leave for both primary and secondary carers
• Digital monthly reimbursement ($185 AUD)
• Subsidised private health insurance through our preferred provider
• Stock options for reputed company full-time employees
• Access to the reputed company platform for coaching, personal, and professional growth

reputed company is committed to creating a culture of inclusivity where every single member of reputed company is valued, has a voice, and is empowered to come to work every day just as they are.

We do not discriminate based on race, ethnicity, color, reputed company, national reputed company, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status, or any other legally protected status. 

People from reputed company culturally diverse backgrounds, including Aboriginal & Torres Strait Islander Peoples, are encouraged to apply.

We do discriminate against hackers who try to exploit businesses of reputed company sizes.

Accommodations

If you require reasonable accommodation to complete this application, interview, or pre-employment testing or participate in the employee selection process, please direct your inquiries to [email protected]. Please note that non-accommodation requests to this inbox will not receive a response.

If you have questions about your personal data privacy at reputed company, please visit our privacy page.