Customer Support Specialist

About Teramind

Teramind is the leading platform for user behavior analytics, serving multiple use cases from insider risk mitigation to business process optimization. With our comprehensive suite of solutions, organizations gain unprecedented visibility into user activities while enhancing security, optimizing productivity, and ensuring compliance. Trusted by Fortune 500 companies and businesses of all sizes across industries, our innovative platform helps organizations protect sensitive data, maximize workforce performance, and create safer, more efficient digital workplaces. Through real-time monitoring and advanced analytics, we enable businesses to safeguard their most sensitive information while optimizing employee productivity in both in-office and remote work environments.

Our Core Values

At Teramind, our values drive everything we do. We embrace innovation as a fundamental principle, constantly pushing boundaries to improve our products, streamline processes, and enhance customer experiences. We foster resourcefulness by empowering our team members with the autonomy and confidence to solve problems independently while providing collaborative support when needed. As a globally inclusive organization, we celebrate diversity and create an adaptable work culture where respect and collaboration thrive across our international teams. Above all, we are committed to excellence, delivering the highest quality in every aspect of our work and consistently exceeding expectations in service to our clients and each other.

About the role

Teramind is currently seeking a Customer Support Specialist to join our Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction.  The Customer Support Specialist will be responsible for maintaining positive customer relations and satisfaction by providing service via chat, and email, and working with the rest of the teams. The CSS operates at the intersection of product functionality and plays an integral role in maintaining our top-level product experience standard. This person will be the first line of contact through chat/email with our customers during their shift- Monday to Friday from 9AM to 5PM EST (USA)

Responsibilities

• Provide technical support to our customers

• Maintain high customer satisfaction while managing operational expectations

• Become a product expert and maintain a deep understanding of product functionality

• Evaluate and analyze issues & their impact to resolve or escalate tickets as needed

• Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies. Identify trends in support requests to help create long-term solutions.

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Requirements

• Minimum 2 years of relevant experience as technical support/support engineer/customer support  or in a similar role

• Experience with troubleshooting in Windows, Linux and MacOS

• Knowledge of cloud computing platforms (Azure, AWS, GCP)

• Good knowledge of working with ticketing systems

• Basic knowledge of SQL (PostgreSQL)

• Basic knowledge of servers

• A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills in English.

• Strong interpersonal skills and ability to work with customers & cross-functional teams.

• Has strong reading comprehension and attention to detail.

• Ability to translate intricate technical details to simple, understandable terms.

Benefits

This is a remote job. Work from anywhere! We’ve been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams.

Additionally:

• Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated.

• Competitive salary

• Career growth opportunities

• Flexible paid time off

• Laptop reimbursement

• Ongoing training and development opportunities

About our recruitment process

We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story. You can expect up to 3 interviews. In some scenarios, we’re able to streamline the process to have minimal rounds. Director-level roles and above should expect a more thorough process, with multiple rounds of interviews.

All roles require reference and background checks

Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.