SecurityPal’s vision is to accelerate trust and assurance for every B2B transaction around the world. We envision a world where companies can engage in frictionless commercial transactions, paving the way for stronger partnerships, faster deals, and increased innovation.
By leveraging advanced AI, certified security experts, and our industry-leading Security Operations Command Center, we offer an all-in-one, integrated Customer Assurance platform that empowers organizations to efficiently manage security, privacy, and GRC reviews, ensuring faster, more reliable sales transactions and robust vendor assessments.Overview: Customer OperationsCustomer 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 OnboardingQuality and SLA deliveryFeedback and issue resolutionKnowledge Library creation and maintenance: Provide Knowledge Library analytics and reports where needed.About the RoleAs 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 high levels of 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.
Requirements and Skills
- Strong interest in customer service and support, with a willingness to learn and adapt in a fast-paced environment.
- Aptitude to learn the basics of cybersecurity 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.
- Excellent written and verbal communication 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.
- Proficiency in English communication, both written and spoken.
Qualifications
- 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.
We are proud to be an equal opportunity employer, committed to fostering diversity and creating an inclusive environment for all employees.
