Want to be part of a high energy, collaborative support team? Wombat Security is growing fast--our goal is to support our rapidly expanding, global customer base in the implementation of their cyber security education programs.
The exceptional candidate will possess experience in the following key areas:
Leadership: Serving as a point of contact for Wombat’s Customer Support team, you act as a supervisor and mentor for your team members.
Building Trust & Rapport: Developing a trusted relationship with team members, peers and management to drive product support and customer satisfaction.
Customer Satisfaction & Technical Troubleshooting: Ensuring high quality customer service and technical troubleshooting to both internal and external customers.
Customer Retention: Identifying renewal risk and collaborating with internal teams to remediate and support a successful renewal.
Support Expectations: Holding team members accountable for team and individual contributions.
Knowledge Proliferation: Managing participation in the maintenance of customer-facing knowledge-base.
Typical responsibilities include:
Performance Management: Managing team members’ annual reviews and progress with Objectives & Key Results. Providing candid feedback to team members on both accomplishments and opportunities.
Career Development: Providing career development and direction for team members.
Cross-Departmental Collaboration: Acting as an intermediary between customers & internal teams to resolve escalated & technical issues.
Product Training/Proficiency: Proactively researching and integrating product changes into daily support process. Ensuring staff is educated on new features and releases.
Case Management: Ensuring team members manage their customers/cases volume utilizing industry best practices.
Other: Perform other duties as assigned
Bachelor’s degree in a technology-related program, or an equivalent combination of education and work experience
At least two years of demonstrated success in customer support leadership required, preferably supporting a SaaS product.
Must enjoy the rewards and challenges of a large dynamic, collaborative group.
Excellent communication skills.
High energy, confident, and enthusiastic attitude.
Ability to work at the Pittsburgh office location in the Strip District.
Ability to deliver informative, well-organized presentations.
Understands how to communicate difficult/sensitive information considerately.
Wombat Security Technologies provides information security awareness and training software to help organizations teach their employees secure behavior. Our SaaS-based cyber security education solution includes a platform of integrated broad assessments, as well as a library of simulated attacks and brief interactive training modules. Wombat's solutions help organizations reduce successful phishing... attacks and malware infections up to 90%. Wombat is helping Fortune 1000 and Global 2000 customers in industry segments such as finance, technology, banking, higher education, retail, and consumer packaged goods to strengthen their cyber security defenses, and was recently named one of Pittsburgh’s Top Workplaces by the Pittsburgh Post Gazette and Workplace Dynamics.