Posted almost 2 years agoCustomer Support Engineer I, US Job Location(s): US-Remote Job ID: 2018-1922 Category: Customer Service/Support Overview Cofense is seeking a motivated professional to join our Simulator Customer Support Engineering Team. The Customer Support Engineer is responsible for assisting customers with ad-hoc support requests from customers. They will interact with Cofense customers assisting with questions related the use of Cofense PhishMe product and engaging Cofense’s development staff as needed. Responsibilities Resolve incidents, issues, and problems, alone and through collaboration with internal Sales, Engineering, Development, and Product Teams and Cofense customers Answer customer phone calls and respond to emails in a professional and timely manner Develop internal processes to facilitate effective issue management Develop documentation, FAQs and canned responses to improve consistency and accuracy of support responses Other duties as assigned The above statements are neither intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be a listing of all of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job. This job description is not a contract of employment, either express or implied. Employment with Cofense will be voluntarily entered into and your employment is considered at will. Cofense reserves the right to alter the job description at any time without notice. Qualifications Preferred Qualifications: Two or more years supporting customers in an ad-hoc support role Basic HTML skills Basic understanding of spear phishing and the risk it presents to large enterprises Excellent verbal and written communications skills Proven ability to managed multiple support cases simultaneously Basic IT troubleshooting abilities Basic understanding of messaging, SMTP and email hygiene products Competencies/Skills: Excellent verbal and written communications skills, and strong keyboarding and telephone etiquette Strong customer-service orientation and a commitment to achieve outstanding customer satisfaction Have a natural love of multi-tasking and is able to manage changing or conflicting priorities, and multiple support cases simultaneously Ability to sit and type for an extended amount of time while taking calls and cases through phone and email Strong critical thinking skills; a problem solver who thinks outside the box Team Player who respects others ideas, and is an excellent listener Compensation: Competitive salary 401k plan with company match Health, vision, dental, disability, and life insurance Telecom bonus Location: United States, Remote Cofense is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis [protected class] including, but not limited to: veteran status, uniform service member status, race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, physical or mental disability, marital status, genetic information or any other status or characteristic protected by applicable national, federal, state or local laws and ordinances. We adhere to these commitments in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, and discipline.