Technical Success Specialist

About BlackCloak

BlackCloak is dedicated to safeguarding corporate leaders and prominent individuals in their personal spheres by eliminating risks to their families, organizations, reputations, and financial assets. The company protects clients' digital realms from cyber attackers, privacy breaches, and identity theft.

Position Overview

We are looking for an energetic individual with experience in IT help desk and customer support to join our team as an entry-level Technical Success Specialist. This role is vital and client-facing, blending immediate technical support with the foundational process of onboarding new clients. The successful candidate will build and maintain client relationships through direct interactions by phone, video conferencing, and email to ensure a smooth onboarding journey. They will provide objective analysis to anticipate and resolve technical issues related to the BlackCloak platform along with cybersecurity and privacy challenges faced by our clients.

Key Responsibilities

• Act as the first point of contact, promptly and appropriately addressing client inquiries, requirements, and technical problems.
• Manage support tickets and queues, ensuring client issues are resolved within agreed service levels.
• Offer guidance to clients regarding privacy and identity theft, reflecting current best practices.
• Collaborate with internal teams such as Account Success and Cybersecurity to manage complex client concerns.
• Assist clients in enrolling their mobile and computing devices onto the BlackCloak platform.
• Document all client interactions using designated support and client success tools.
• Maintain an up-to-date understanding of BlackCloak's solutions, features, and best practices and contribute to client education efforts.
• Participate in knowledge sharing, product training, and strategic initiatives to drive success for individuals, teams, and clients.
• Support both external and internal customer-focused initiatives and events.
• Work regularly on weekends and participate in on-call shifts, including nights and holidays, as required for client support.

Candidate Profile

• At least two years’ experience in technical support, customer success, or IT help desk roles (or a blend of these).
• Preferred experience in cybersecurity, privacy, identity theft, fraud prevention, data breach response, or risk and compliance management.
• Experience supporting executive-level clients is advantageous.
• Technical proficiency with major operating systems: Windows, macOS, iOS, and Android.
• Certifications such as CompTIA ITF+, A+, Network+, privacy certifications like CIPP, or identity theft credentials (CIPA) are beneficial.
• Outstanding communication skills, both verbal and written, with an ability to effectively engage clients and resolve issues via phone and email.
• Strong customer service aptitude emphasizing empathy and relationship building.
• Capable of independent work in a remote setting with excellent organizational skills and multitasking ability under pressure.
• High attention to detail and accuracy.
• Open to occasional travel for company or client-related events.

Benefits and Additional Details

• 100% remote role within the USA.
• Competitive salary and comprehensive medical, dental, and vision insurance options with employer-covered premiums for employees and partial for dependents.
• Health Savings Account contributions by the company for eligible plans.
• Flexible vacation policy and ten paid company holidays annually.
• Full employer-paid life, accidental death and dismemberment, and disability insurance.
• 401(k) plan including employer matching.
• Equity participation in the company.
• Paid parental and pregnancy recovery leave.
• Company and team off-site meetings and virtual events throughout the year.
• Home office stipend provided.

Work Schedule

This position requires working weekends regularly, along with on-call shifts during nights and holidays as needed.

Equal Opportunity Employer

BlackCloak provides equal employment opportunities and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national origin, military service, citizenship, or other protected characteristics.

Note on Hiring Process

Artificial intelligence tools may be applied in reviewing applications and assessing candidates to assist our recruitment team but final hiring decisions are made by humans. Candidates can request information about data processing.