Customer Support Specialist UK Based

Job Type

Full-time

Description

Who is SimSpace: SimSpace launched in 2015 with a singular purpose – addressing the most urgent and sophisticated cybersecurity challenges to reduce risk for our most vulnerable and valuable infrastructure. The organizations around the world that we depend on every day to keep our loved ones safe and secure. Our healthcare facilities, schools, financial institutions, transit centers, grocery stores, and workplaces just to name a few. To deliver global resiliency, we provide an elite cyber range platform to curate unassailable cyber defenses, data driven decisions, cutting edge training labs, live attack scenarios, and extensive individual and dynamic team readiness training. 

SimSpace works as OneTeam to elevate humanity around the world. We are committed to continuously improving and delivering a cultivated member experience whether that is accomplished through focusing on supporting our client’s teams or our own mission driven SimSpacers. 

We are hybrid, remote, and in-person with offices in U.S. Boston's Fort Point and Maryland. We also have offices in the UK, Germany, Israel, Australia, Czech Republic, Japan, Singapore, and Egypt. If you are interested in elevating the technology and creative solutions necessary to secure and safeguard our future while working alongside others who share your passion for purpose and development, we want to meet you!

Why should you choose a career at SimSpace? We are an organisation that is focused on building our culture and mindfully enhancing our atmosphere everyday which is why we have collaborated on an integral value system. Our governing philosophy of being Human Centered is deeply embedded within our value system. We apply this philosophy to every one of our internal team members, external clients, and their customers. Our core values are: 

• Serve to Protect – We provide safe space, deliver on the mission, and elevate humanity
• Acquire Understanding – We seek and provide clarity 10x, cultivate comprehension, and believe information goes both all ways
• Inspiration Leads to Innovation – We stay curious, practice consistency over intensity, and continue to be the change we need in the world
• Teamwork Without Borders – We are never alone, we solve for all, and keep people at the heart of everything we do

We are looking for: 

A Customer Support Specialist who will be responsible for the triage and resolution of all technical support tickets. This is a client advocacy role with a focus on supporting our customers and delivering consistent excellent service.

Must reside and be legally authorized to work in the U.K. while performing the necessary job duties

What will you be doing as a Customer Support Specialist at SimSpace?

• Handle front line technical support by responding to customer support tickets as soon as they enter the help desk queue. This could include answering how-to questions, troubleshooting issues, and escalating requests to appropriate teams as needed.
• Manage and monitor the help desk to ensure we’re meeting our Service Level Agreements (SLAs) for our customers. 
• Respond to and resolve tickets quickly and efficiently. You’ll own the ticket and see it through to resolution.
• Collaborate closely with our Customer Success, Professional Services and Engineering teams. 
• Support training calls.
• Develop customer-facing troubleshooting instructions for knowledge base or other technical documents.
• Serve as a product expert.
• Keep up with new features and current issues while providing quality feedback to our product and engineering teams regarding customer requests, issues and trends.
• Improve the customer experience through troubleshooting issues.

Requirements

What are the qualifications to apply? To be successful as a Customer Support Specialist, you need to:

• Must reside and be legally authorized to work in the U.K. while performing the necessary job duties.
• 2+ years of experience in a technical support or customer service role, ideally in SaaS, enterprise software, or IT.
• Technology background required; IT Security background preferred.
• Tech-savvy, self-sufficient, and resourceful learner.
• High attention to detail and ability to oversee multiple clients simultaneously.
• Ability to adapt to a constantly changing environment in a fast-growing tech company.
• Experience with troubleshooting content creation.
• Familiarity with VMware, Networking, Windows and/or Linux Administration. 
• Experience with support workflows.
• Knowledge of Freshdesk preferred.

We provide the following:

• Salary depending on experience 
• Defined contribution pension scheme 
• Annual leave plus public holidays
• Private medical insurance
• Equity options at hire and potential for additional based on performance
• Generous employee referral bonus program
•  

SimSpace is committed to providing an inclusive and welcoming environment for all members of our staff, clients, volunteers, subcontractors, vendors, and clients. In compliance law, all persons hired will be required to verify identity and eligibility to work in the United Kingdom. 

Research shows that women and people from underrepresented groups only apply to jobs if they meet all of the qualifications. However, no one ever meets 100% of the qualifications. SimSpace encourages you to break that statistic and to apply. We look forward to your application!