Product Specialist - Technical Support

Job Description:

We are seeking a dynamic and customer-focused individual to join our team as a Product Specialist. In this role, you will be responsible for providing technical and customer support to our clients, serving as a liaison between our customers and our internal teams. As a Product Specialist at CloudSEK, you will play a vital role in ensuring customer satisfaction, resolving technical issues, and delivering an exceptional customer experience. A background in cybersecurity is an added advantage, as you will be working with our cutting-edge cyber security products and services.

Responsibilities:

• Serve as the primary point of contact for our customers, understanding their needs and providing technical and product support.
• Conduct product demonstrations and training sessions to educate clients on the features, functionalities, and best practices of our cyber security products.
• Collaborate with cross-functional teams, including sales, engineering, and product management, to address customer inquiries, resolve technical issues, and provide timely solutions.
• Investigate and troubleshoot customer-reported issues, escalating to the appropriate teams when necessary, and ensuring prompt resolution.
• Continuously enhance product knowledge and stay updated with the latest industry trends, cyber threats, and technological advancements to effectively support customers.
• Assist in the creation and maintenance of customer support documentation, including FAQs, knowledge base articles, and troubleshooting guides.
• Collaborate with the product management team to gather customer feedback and insights, and provide recommendations for product enhancements and improvements.
• Develop strong relationships with customers, understanding their business objectives, and providing tailored solutions and guidance.
• Contribute to the growth and expansion of CloudSEK by identifying upselling and cross-selling opportunities within existing customer accounts.

Qualifications:

• Previous experience in a client-facing role, preferably in technical or customer support.
• Strong communication and interpersonal skills, with the ability to build rapport and effectively communicate technical concepts to both technical and non-technical audiences.
• Knowledge of cybersecurity concepts and exposure to cyber threat landscape is a strong advantage.
• Familiarity with cyber security products, including SIEM, threat intelligence, vulnerability management, or security analytics, is highly desirable.
• Problem-solving skills and ability to troubleshoot technical issues with a logical and systematic approach.
• Strong organizational skills, with the ability to manage multiple priorities and work under pressure in a fast-paced environment.
• Customer-centric mindset, with a passion for delivering exceptional customer service and ensuring customer success.
• Ability to work independently as well as collaboratively in a cross-functional team.
• Willingness to work on a rotating shift schedule, including 24/7 coverage, to ensure seamless operation and support for our global customer base.