Cybersecurity Customer Service Associate

Responsibilities:

• Maintaining up-to-date knowledge about Gotham Security's services and providing a first layer of support to help address Customer Service inquiries.
• Assist the Head of Customer Services with the following activities:
  • Addressing customer support inquiries and keeping them informed about the status of their inquiries and ensuring timely resolution.
  • Scheduling project kick-off meetings, status update meetings, and report presentation meetings with customers.
  • Providing reports and other deliverables to customers upon the completion of projects.
  • Assisting with the collection and validation of customer project/service prerequisites across various internal teams and departments.
  • Assisting with collecting status updates from GRC Analysts and Cybersecurity Engineers, digesting those status updates, and helping concisely communicate those status updates to customers.
  • Answering general inquiries about Gotham Security's cybersecurity services, methodologies, processes, and deliverables.
  • Answering product-specific support inquiries with Gotham Security's Panoptix GRC solution, including performing customer training.
  • Updating and maintaining Customer Service records, including current projects, agreements, points-of-contact and more.
• Reviewing cybersecurity testing reports and information security policy documents as part of the organization's quality assurance pipeline.
• Facilitating inter-team communications to escalate support requests/inquiries to best assist customers in a timely manner.
• Answering company IVR phone calls and routing calls and requests to other departments.
• Helping promote an efficient and effective communications strategy by optimizing the usage of company communication tools and suggesting workflow automation improvements to the software development team.

General Company Requirements:

• Values, integrity, and honesty above all else in a non-negotiable way.
• A passion for the information security industry and helping people.
• Ability to work within constraints and to challenge the status quo.
• Capable of managing time efficiently and meeting deadlines.
• Comfort dealing with ambiguity in an environment where we sometimes build the plane as we fly it.
• Ability to self-direct work, orient to action, and truly own the position.
• Collaborative attitude and mindset with colleagues and team members.

Required Knowledge, Skills, and Abilities:

• Cybersecurity fundamentals level knowledge pertaining to topics such as penetration testing, cybersecurity risk assessments, and information security policy writing.
• Committed to a track of continuously learning and growing in the domain of cybersecurity.
• Excellent interpersonal communication skills, both verbal and written.
• Exceptional spelling and grammar skills for written customer correspondence.
• Willingness to learn and process feedback in a positive and productive way.
• Outgoing, friendly, compassionate personality.
• Strong attention to detail and well-organized.
• Possess a resourceful and proactive mindset.
• Ability to multitask and self-manage time and commitments.
• Must be motivated, decisive, flexible, and possess sound business judgment.
• Strong working knowledge of MS Office Suite and knowledge management software.
• Possesses at least one or more certifications in information technology or cybersecurity.
• 1-3 years of Customer Service within IT or Cybersecurity industry required