Huntress The Product Support Specialist provides best-in-class customer support for Huntress cybersecurity products. This remote role focuses on delivering high customer satisfaction and timely ticket resolution within the Eastern Time Zone.
Responsibilities
At Huntress, we have built a team that is 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 close times within hours of submission. We’re looking to hire an individual who has a passion for customer support, a strong 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 our team members. Leadership provides regular coaching, mentoring, and training opportunities.
As a Product Support Specialist here at Huntress, you will play a key role in interacting with our customers. You will have the opportunity to directly impact the bottom line by ensuring that we continue to deliver world-class support. This customer-facing role requires a customer-centric mentality, as you will be the first and primary point of contact for technical support. Our Product Support team works collaboratively and as one team in order to resolve customer inquiries as effectively and efficiently as possible, all while providing top-tier customer service.
Provide initial partner support and convey resolutions to customers
Walk customers through problem-solving processes and provide assistance
Assess customer issues and properly escalate incidents as needed
Follow up with customers, provide feedback, and see problems through to resolution
Utilize excellent customer service skills and exceed customer expectations
Recommend changes to internal and customer-facing documentation where needed
Continually grow your knowledge of internal procedures, the Huntress product, and customer environments
