Technical Success Specialist

Role Summary

BlackCloak ’s mission is to protect corporate executives and high-profile individuals in their personal lives, mitigating risks to their families, companies, reputation, and finances. We defend our clients’ digital lives from hackers, privacy leaks, and identity theft. If you are passionate about helping to protect others, then keep reading - this may be your next great opportunity.

BlackCloak is seeking a dynamic individual with IT help desk and customer support experience to join our team as an entry-level Technical Success Specialist. This critical, client-facing role combines immediate technical support with the foundational process of client integration. You'll be responsible for establishing and maintaining client relationships by communicating directly through phone, video conferencing, and email to deliver a successful onboarding experience. You will also provide objective analysis to proactively identify and solve technical issues with the BlackCloak platform, as well as cybersecurity and privacy problems for our clients. This involves working closely with our Account Success, Security Operations and Product teams to ensure a flawless experience. If you have a strong interest in furthering your knowledge in cybersecurity and privacy, this position offers a great start with future job growth possibilities into more specialized cybersecurity or client success roles.

The ideal candidate has a background in customer and technical support with a working knowledge of all types of consumer technology products (macOS, iOS, Android, Windows) and exhibits a passion for delivering outstanding and memorable experiences and delighting clients. If you have a strong interest in furthering your knowledge in cybersecurity and privacy, this is a great entry-level position to get you started. The growth opportunity for this role is the potential to transition into cybersecurity or client success roles.

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Responsibilities

• Serve as the initial point of contact to quickly and appropriately answer, respond to, and resolve client questions, needs, and technical issues.
• Manage tickets and ticket queues, ensuring all client issues are responded to and resolved within established SLA's.
• On demand, provide clients with advice and guidance on privacy and identity theft matters, demonstrating a working knowledge of best practices.
• Cross-Team Coordination: Coordinate internal resources (including the Account Success and Cybersecurity teams) to address and resolve complex client inquiries and needs.
• Enroll clients’ mobile and computer devices onto the BlackCloak platform
• Manage and record all client interactions within the designated Support platform (or BlackCloak 's set of Client Success tools).
• Maintain working knowledge of BlackCloak ’s solutions, platform features, best practices, and contribute to client communications and education initiatives.
• Actively participate in knowledge transfer sessions, product training, and other strategic initiatives to ensure individual, team, company, and client success.
• Support external and internal customer-facing initiatives and events.
• This role includes regularly working Saturdays and Sundays, as well as participating in on-call shifts for client support, including nights and holidays, or as needed.

What You Need to be Successful

• Approximately 2 years of experience in a technical support, customer success, or IT help desk role (or a combination of these).
• Experience in areas such as cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is highly desirable.
• Experience working directly with executive-level clients is preferred.
• Technical working knowledge of major operating systems, including Windows, macOS, iOS, and Android.
• Industry-recognized information technology certifications such as CompTIA ITF+, CompTIA A+, or CompTIA Network+ are a plus.
• Privacy certification (like CIPP) or related identity theft experience (like CIPA), is a plus.
• Exceptional verbal and written communication skills are mandatory, with the ability to interface effectively with clients and resolve issues via phone and/or email.
• Highly developed customer service soft skills, including empathy and relationship-building abilities.
• Ability to operate independently in a remote environment with a high degree of autonomy, as well as the ability to work under pressure, organize, and prioritize multiple tasks and responsibilities simultaneously.
• Attention to detail and accuracy is a must.
• Willingness to travel for company or client events in limited circumstances.

About BlackCloak

BlackCloak is an extremely fast-growing company in an entirely new product category. We have amazing product fit validated by industry awards and an impressive client base of Fortune 500 companies across all industries.

BlackCloak offers a competitive salary, exceptional benefits, and a dynamic work environment. Below is a quick summary of BlackCloak ’s generous benefits package for full-time employees includes:

• 100% Remote Company, within the USA
• Comprehensive Medical, Dental, and Vision plans with a 100% employer-paid monthly premium option for employees & 50% employer-paid monthly premiums for dependents.
• Health Savings Account with company contribution for eligible medical plans.
• Flexible Vacation Plan
• 10 Paid Company Holidays
• 100% employer-paid Life, AD&D and Short- and Long-Term Disability Insurance
• 401k with Traditional and Roth options, including employer match.
• Company Equity
• Paid Parental and Pregnancy Recovery Leave
• Company and team off-sites and virtual events throughout the year
• Home office stipend
• We are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.
• Learn More about Us
• Website
• LinkedIn: /blackcloak
• Twitter: @ BlackCloak Cyber