Technical Support Community Specialist

Orlando, Florida, United States Full-time

iboss has created the first and only Distributed Gateway Platform specifically designed to solve the challenge of securing distributed organizations. Built for the cloud, iboss leverages an elastic, node-based architecture that provides advanced security for today’s decentralized organizations and scales to meet the ever-increasing bandwidth needs of tomorrow. The iboss Distributed Gateway Platform is backed by more than 100 patents and protects over 4,000 organizations worldwide, making iboss one of the fastest growing cybersecurity companies in the world.

BRIEF SUMMARY

Technical Support Community Specialists focus on ensuring that iboss’ customers, partners, and employees are enabled for success when interfacing with the iboss online support portal.  The iboss online support portal provides access to our user guide, product release notes, knowledge base, customer community (forum), live chat support, and ticketing system. iboss TSCS’s job is to make sure that the content available at the support portal is current, accurate, and organized to maximize customer satisfaction. In order to perform that function successfully, TSCSs must work closely with the product management, quality assurance, marketing, training, and engineering services teams to collect data from the subject-matter-experts, translate that into easy to read and understand documentation, and manage customer interactions within the portal. TSCSs also act as moderators which approve external posts and provide responses in a timely fashion. TSCSs report usage information back to management teams as a feedback channel along with recommendations for how customer interactions and ultimately satisfaction can be improved.

RESPONSIBILITIES

  • Under direction from the Technical Support Community Manager, moderate and maintain the iboss online customer support portal.
  • Coordinate with subject matter experts to develop knowledgebase articles and to formulate replies to customer comments on articles and community posts.
  • Review daily, weekly, and monthly metrics to determine content efficacy and conversion rates
  • Interface directly with customers to acquire feedback for improvements to the support portal
  • Develop reports with data from customer feedback and submit to management along with recommendations to improve customer experience
  • Participate in projects and initiatives related to the maintenance, management, and improvements to the support portal.
  • Perform quarterly reviews of user access and entitlement to the support portal
  • Work closely with third party vendor to stay abreast on best practices, new features, feature requests, and to report any bugs encountered with the portal.

 

Skills/QUALIFICATIONS

The responsibilities described above are essential functions of the job. The qualifications below are representative of the knowledge, skills, qualities, and/or abilities required. 

  • Previous technical support experience a plus
  • High School Diploma or equivalent. College degree a plus
  • Possess a strong work ethic and team player mentality
  • Excellent communication skills both verbal and written
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Strong detail orientation and listening skills.
  • Strong decision making and analytical abilities

Benefits

  • Health, Vision, Dental, Chiropractic - open to domestic partners
  • 401K with company match
  • Paid Time Off (PTO)
  • Company paid holidays
  • Optimistic, supportive, and FUN work environment
  • Fantastic quarterly company events
  • Free catered lunches every Fridays
  • Free snacks

The duties and responsibilities described above are essential functions of the job.

iboss, Inc. is an EEO/AA/M/F/Vet/Disability Employer

*This position is not eligible for sponsorship of work visas

Apply for this opening at http://iboss.recruiterbox.com/jobs/fk0ftal?apply=true