Product Support Specialist

About the Company

Come join the leader in cyber third-party risk intelligence! Black Kite gives organizations a comprehensive, real-time view into cyber ecosystem risk so they can make informed risk decisions and improve business resilience while continuously monitoring more vendors, partners, and suppliers in an ever-changing digital landscape. Through an automated process, and a combination of threat, business and risk information, Black Kite provides cyber risk intelligence that goes beyond a simple risk score or rating. Black Kite serves more than 3,000 customers in a wide range of industries and has received numerous industry awards and recognition from customers.

About the Role:

Join our dynamic and growing Product Support team and become a product expert! The Product Support Specialist will be the first point of contact for a large portion of our user-base, and will play a critical role in maintaining trust in the Black Kite brand, services, and product. You will learn how to help our customers with all types of inquiries, and help us strengthen our relationships with our customers and users.

Core Responsibilities:

• Work directly with Product Support Specialist II and Manager, completing tasks as assigned.
• Provide our customers with high quality, personalized support primarily by use of Zendesk and email
• Work efficiently with the goal of achieving a high satisfaction rating, as well as quick reply and resolution times
• Become an expert user of Black Kite's platform
• Route clients to other departments as needed
• Identify and flag areas for product improvement which would improve usability for customers.
• Track and update systems for reporting and analysis
• Assist in managing Black Kite's Product "Help" portal and keep content up to date

Within the Customer Success department, the Product Support Specialist will report directly to the Manager, Product Support.

Requirements

• 1-3 Years Supporting SaaS product
• 1-3 Years Customer Service experience
• Able to work both independently and as part of a team

Qualifications

• An understanding of basic security concepts
• An interest in Cybersecurity
• Ability to thoroughly troubleshoot and articulate issues to clients
• Special attention to detail and a willingness to document changes when necessary
• Ability to work well with others
• Excellent organizational skills
• Excellent written and oral communication skills