Customer Service Representative
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Key skills for this role
About the Role
ASTRA CYBERSEC is hiring a full-time remote Customer Service Representative to support clients with inquiries about cybersecurity products. The role involves responding via email, chat, and phone, resolving issues, and documenting interactions.
Key Skills for This Role
Responsibilities
- Respond to customer questions via email, chat, and phone
- Resolve issues efficiently and document interactions in customer support systems
- Educate customers on product features and guide them through troubleshooting steps
- Escalate complex technical issues to appropriate teams
- Gather feedback to improve customer experience
- Collaborate with internal departments such as technical support, operations, and sales
Requirements
- Demonstrated skills in Customer Service and Customer Support
- Ability to contribute to strong Customer Satisfaction and Customer Experience
- Previous experience in a Customer Service Representative or similar customer facing role (highly beneficial)
- Strong verbal and written communication skills
- Comfort working remotely with reliable internet access
- Basic understanding of or interest in cybersecurity and technology
- Proficiency with common customer support tools and CRM systems
- High level of professionalism, empathy, and patience
Full Job Posting
Role Description
- The Customer Service Representative role is a full time, remote position responsible for supporting clients and users with their inquiries related to Astra Cybersec’s products and services.
- Day to day tasks include responding to customer questions via email, chat, and phone, resolving issues efficiently, and documenting interactions in customer support systems.
- The representative will help educate customers on product features, guide them through troubleshooting steps, and escalate complex technical issues to the appropriate teams when needed.
- This role also involves gathering feedback to improve customer experience, maintaining high levels of customer satisfaction, and following established processes to ensure consistent, high quality service.
- Collaboration with internal departments such as technical support, operations, and sales is expected.
Qualifications
- Demonstrated skills in Customer Service and Customer Support, including handling inquiries and resolving issues professionally.
- Ability to contribute to strong Customer Satisfaction and Customer Experience through clear communication and a solution focused approach.
- Previous experience in a Customer Service Representative or similar customer facing role is highly beneficial.
- Strong verbal and written communication skills, with the ability to explain complex information in a clear and accessible manner.
- Comfort working remotely, with reliable internet access and strong time management and organizational abilities.
- Basic understanding of or interest in cybersecurity and technology; experience in a tech or SaaS environment is a plus.
- Proficiency with common customer support tools and CRM systems, and willingness to learn new platforms quickly.
- High level of professionalism, empathy, and patience when dealing with diverse customers and sensitive issues.
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