As the Customer Support Specialist, you will report to the Customer Success Manager and be responsible for providing first and second level support to Phriendly Phishing (PH2) customers, resellers, and internal teams. This includes supporting all onboarding activities and providing exceptional customer care to new and existing customers.

 In this role, you will take ownership of the following:  

• Act as first point of contact for customers and resellers and respond to enquiries and requests in a timely and professional manner
• Deliver excellent customer experiences to current and potential customers and resellers
• Provide level 1 and 2 technical support for Phriendly Phishing customers
• Perform onboarding tasks with clients including creating licenses and zones, completing pre-launch checks, running test emails and guiding them through their Phriendly Phishing launch
• Be responsible for the implementation and ongoing upkeep of all processes required to create a support system focused on customer experience
• Map and maintain the full support processes for Phriendly Phishing products.
• Escalate bugs and other support issues to the developers and monitor their progress
• Support the Customer Success Manager to provide an excellent customer experience for all Phriendly Phishing Customers
• Finetune and enhance the Phriendly Phishing system to improve performance and capabilities
• Perform Phriendly Phishing demonstration webinars to potential and current clients
• Develop and deliver custom reports where required
• Contribute to improving and building the Phriendly Phishing tools
• Track and prioritise workflow items such as support requests and client interactions to ensure superior customer service
• Meet all performance measures, including positive user feedback, customer contact SLA responsiveness, and meet average targets for Net Promoter Score metrics  

About you (preferred qualifications, experience and attributes):  

• 2 – 4 years IT help/service desk experience
• Strong understanding of how emails work, email gateways, servers and active directory
• Experience using a ticketing system to manage workflows (highly desirable)
• Proven history of building effective customer relationships, as well as strong stakeholder management skills
• Effective time management capability and deadline focus
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• High attention to detail
• Flexible, adaptable and open to trying new approaches to deliver great customer experiences
• Skilled in responding to setbacks in an agile and resilient manner  

What's in it for you?  

• Attractive salary and employee benefits package 
• Once-in-a-career growth opportunities – unique chance to be part of a high-growth business 
• Work with cyber security thought leaders to deliver world-class services 
• A dynamic, independent environment where you’re given flexibility to do your best work 
• Ongoing personal development and career training