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CyberFOX · 3 hours ago

Customer Support Engineer

Tampa, FL

Full-time

Hybrid

Mid, Senior Level

5+ years exp

CyberFOX is a global cybersecurity solutions provider focused on identity access management (IAM). They are seeking a Customer Support Engineer to provide high-quality support to new onboarding clients and manage support tickets for their applications across various devices.

Cyber SecurityInformation TechnologyNetwork Security

Hiring Manager

Anthony Bellini

Responsibilities

Provide White glove style service for new onboarding clients to assist them through the process from initial setup, to onboarding clients and be the first point of contact for any issues or questions till the onboarding process has completed its success criteria

Support single application running on Windows and MAC desktop and laptop computers and mobile devices such as iPhones, iPads and Android phones via phone, chat, and email

Receiving Escalations and taking ownership of support tickets to resolution

Monitoring and adhering to SLA requirements on support tickets

Escalate issues when necessary, tracking related progress and updating customers

Achieve quarterly performance goals and initiatives

Analyze ticket trends and recommend process, system, and product improvements

Curate internal and end-user documentation and training material

Manage incidents through online ticketing system

Take ownership of trouble tickets, working and tracking issues to resolution

Record detailed information into Service Desk ticketing system

Utilize support applications to ensure timely resolution of client issues

Other duties as assigned