Customer Support Specialist (Remote)

About SANS

SANS Institute (SANS) was established in 1989 as a cooperative research and education organization. In the next 25 years it grew to become the most trusted and, by far, the largest source for information security training and security certification in the world reaching more than 300,000 security professionals around the world today, with around 60,000 having been granted Global Information Assurance Certification (GIAC) security certifications – the leading certification that provides assurance to employers that their people and prospective hires can actually do the job. At the heart of SANS are the many security practitioners – from auditors and network administrators to chief information security officers, all sharing the lessons they learn and jointly finding solutions to the challenges they face – in varied global organizations from corporations to universities working together to help the entire information security community.

Join the SANS Team

At SANS, our culture is defined by Mission, Brand, People. Our goal is to hire people who understand the importance of continuing to fight against the “bad guys” (Mission) while delivering the highest quality training (Brand) to our students. We want employees whose personal values align well with our culture of fairness, honesty, customer focus, and pragmatic approach (People).

About the Job

The primary focus of the Customer Support Specialist is to provide professional support for employees and customers at the highest standards in a fast-paced environment. This person will be responsible for handling customer service requests via telephone and email and resolving them in accordance with the service level agreement to the business. Requests include: answering questions within policy guidelines, processing payment information, troubleshooting and resolving issues, and providing suggestions in improving procedures to resolve cases more efficiently.

Essential Skills/Requirements

• Exhibit strong communications skills, especially over the telephone.
• Excellent verbal, written, and listening communication skills.
• Strong analytical and problem-solving skills to enable effective incident and problem resolution.
• Strong team-oriented interpersonal skills, with the ability to interface effectively with a broad range of people and roles, including IT business personnel, vendors, and customers.
• Ability to perform tasks with minimum direct supervision but know when to seek assistance.
• Demonstrate close attention of detail in working through a variety of customer facing issues.
• Ability to handle multiple activities and prioritize activities based on the schedule of events, while maintaining a sense of urgency to meet our customer demands.
• Passionate about providing accurate, timely, and customer focused support in a secure fashion.
• Occasional travel to support in person events (10%).
• Must be willing to perform occasional work after hours and on weekends, participate in on-call rotation.

• Ability to learn and retain a significant amount of technical information in a relatively short period of time
• Receptivity to detailed performance feedback
• Proficiency with a keyboard and window-based applications
• Can work in a remote environment. Must be able to perform all functions of the job from home.

• Other duties as assigned.

Desired Skills/Experience

• Associates degree or higher preferred.
• Experience working in a call center environment.
• Experience using an IT service management ticketing system (ServiceNow experience a plus).
• Ability to accept payment in accordance with PCI requirements.

Equal Opportunity Employer

SANS is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please contact SANS Human Resources.

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The base salary range for this position is between $50,000 and $55,000. Base salary ranges may vary by geographic location and relevant experience, education, certifications, and years of experience. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.

In addition, SANS provides the following benefits:

Medical

Dental

Vision

Short-Term Disability

401(k) with company match

Employee Assistance Program

Supplemental Life Insurance and AD&D

Paid Time Off

Company Paid Holidays

Volunteer Paid Time Off