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IMPORTANT - PLEASE READ FIRST

• NO RECRUITMENT AGENCIES.
• YOU MUST HAVE AN INFORMATION TECHNOLOGY ACADEMIC QUALIFICATION OR SIMILAR IT BASED WORK EXPERIENCE.
• YOU MUST BE A PERMANENT RESIDENT AND HAVE FULL RIGHTS TO WORK WITHIN THE UK.

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PhishingTackle.com create and supply a simulated phishing and security awareness training software-as-a-service (SaaS) platform and are delighted to serve customers from around the world.

Job description

This is a hybrid role (usually 2 days per week at home and 3 days per week in our modern offices in the centre of beautiful York). Please ensure you have a home environment that is suitable before applying.

PhishingTackle.com create and supply a simulated phishing and security awareness training software-as-a-service (SaaS) platform and are delighted to serve customers from around the world.

If you're interested in joining a fast-paced and growing organisation within the cyber-security sector please read on!

The Technical Support Representative (TSR) is a full-time position and will be responsible for building effective relationships with current customers. This will be accomplished by delivering a great customer experience and maximising the use of our products, as well as delivering outcomes, results and value that exceed customer expectations.

The TSR is responsible for supporting our customers, both pre and post sale) with technical or usability enquiries; and offering relevant advice and guidance during their time with Phishing Tackle.

Key Responsibilities:

• Work with customers or end-users regarding the set-up and configuration of our products to customise it to suit their needs;
• Test and configure our products and customize them so that it could function in each customer’s unique environment;
• Work in conjunction with the Product team to provide feedback or other information needed to enhance our products;
• Communicate directly with end-users to gather details as needed to fully define issues or new requirements, as well as new product ideas and enhancements to our products;
• Work collaboratively with our Customer Success Team (CSM) to quickly resolve customer issues;
• Investigate and document technical issues and communicate any trends or patterns to the Product team;
• Monitor the ticketing queue to prioritise, allocate and ensure timely resolution of issue reports and change requests;
• Apply troubleshooting and problem-solving skills to guide and assist our users on issues related to design, development and deployment of our products;
• Investigate and document issue reports and communicate findings to development team or clients as required;
• Attend prospect and customer meetings, supporting the sales team as product expert;
• Provide internal support where necessary on cloud services and infrastructure.

Minimum Qualifications:

• Degree in an information technology based subject, or equivalent work experience and education preferred;

Desired Experience:

• Experience with Google Workspace;
• Experience with Amazon Web Services (AWS);
• Experience with Microsoft Azure;
• Experience with MS Office (Word, Excel and PowerPoint);
• Experience with web browsers (Chrome, Internet Explorer, etc.);
• Experience with Pipedrive or other CRM preferred;
• Experience with Altassian Products;
• Experience with support desk ticketing software (Zendesk preferred);
• Some knowledge of HTML and CSS;
• Familiarity with standard concepts, practices and procedures within the IT Security Field;
• Strong verbal and written communications;
• Excellent time management and organisation skills;
• Superior customer service skills;
• Strong collaborative and team work skills;
• Ability to work with minimal supervision;
• Ability to build rapport with customers via phone, email and video conferencing.

Mandatory Requirements:

• Permanently UK resident and have the right to work within the UK.
• Pass a "DBS" check which we are required to carry out.

Further Reading:

For further information on us please visit https://www.phishingtackle.com and/or see some of the great independent reviews our platform receives here https://www.capterra.co.uk/software/189736/phishing-tackle.

Thank you for taking the time to consider this role.

Job Types: Full-time, Permanent

Pay: £25,000.00-£30,000.00 per year

Benefits:

• Additional leave
• Canteen
• Casual dress
• Company events
• Work from home

Schedule:

• Monday to Friday

Ability to commute/relocate:

• York: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have an Information Technology Academic qualification or have experience working within an Information Technology organisation?
• Please provide a short summary in less than 30 words explaning the benefits of a SaaS platform.

WE WILL BE UNABLE TO ACCEPT YOUR APPLICATION IF YOU DO NOT PROVIDE AN ANSWER TO THIS QUESTION.

Education:

• Bachelor's (preferred)

Experience:

• Technical support: 1 year (preferred)

Work Location: Hybrid remote in York

Reference ID: VA2023-4-1