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 Simulator product and engaging Cofense’s development staff as needed.
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.
PPreferred 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
CCompetencies / 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
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