Synack Customer Support Specialist providing front-line support for client assessments in a fast-paced environment. Troubleshoots client issues, manages support queues, and ensures customer success.
Responsibilities
Support execution of client assessment deliverables such as reporting, configurations, scheduling, and related details
Troubleshoot issues reported by clients, internal teams, and Synack Red Team members (SRT)
Monitor support queues and ensure timely resolution to inquiries and issues
Monitor service level objectives across a vast client portfolio and make timely decisions to influence successful assessment
Escalate issues and partner with technical teams for resolution
Provide coverage for holidays/ public holidays/ bank holidays on a rotating basis
1-2 years’ experience in a customer support function ideal; we are looking for someone who is excited to grow in a support role
Strong troubleshooting and problem-solving skills
Qualification
Candidates must be US Citizens
Required
A proactive mindset and readiness to take the initiative on tasks
Communication and organizational skills to keep client deliverables on track
Collaboration skills to work across technical teams, relationship managers, and related teams in driving customer success
Strong attention to detail and the ability to move fast and multitask in a collaborative operations environment
Prior use of customer support and issue management systems/tools such as Zendesk, Jira, and/or Salesforce a plus
Knowledge of Vulnerability management (CVE, CISA, CVSS) a plus
Familiarity with common networking protocols and configuration, cloud hosted configurations, and scripting and SQL queries are a plus
Candidates must be US Citizens
Preferred
Prior use of customer support and issue management systems/tools such as Zendesk, Jira, and/or Salesforce
Knowledge of Vulnerability management (CVE, CISA, CVSS)
