Join the front lines of Project Ares on our Customer Support team! Our mission is to provide fast and reliable assistance to our customers and facilitate ongoing customer success. We strive for high-quality support through resourceful, technical problem-solving, and a thorough understanding of our products.
You will become essential to Project Ares and our customers by becoming an expert in product support, learning today’s cyber security concepts, anticipating user’s needs, and building upon troubleshooting and QA skillsets.
The team at Project Ares is zealous about a safer digital world and focuses specifically on innovations for teaching and learning cybersecurity. We believe hands-on learning is key to impactful education curriculum and professional training programs. Learning-by-doing upskills cyber students and practitioners, empowering them to apply their knowledge to keep organizations safer amidst evolving digital dynamics and cyber threats. We are building the best learning solution for academic institutions, enterprises and governments through immersive labs and games delivered within an engaging platform we lovingly call Project Ares.
Click Here to see our current education platform “Project Ares” in action!
Why will you enjoy this role?
You will be a great fit for this role if you love helping people, working out problems, streamlining processes and task-based work.
If you are self-motivated, have a thirst for knowledge, and a passion for improving customer experience, we’d love to hear from you!
What will make you successful in the first 6-12 months?
You’ll learn all about Project Ares. (i.e. features, scenarios, walkthroughs, best practices).
You’ll meet your teammates; learn how we communicate and collaborate remotely.
You’ll learn how to on-board new customers and support common issues.
You’ll learn the ins and outs of Salesforce for case management and be comfortable making configuration changes to support processes.
Skills and Qualifications:
Experience troubleshooting and deducing customer issues
Enjoyment talking to and helping customers via email and phone
Find fulfillment in providing solutions
Ability to adapt quickly to changing priorities and customer needs
Possess clear, professional, and informative communication skills
Strong ability to work independently
Remote experience or an ability to be self-sufficient and autonomous to meet goals in a remote setting
Technical background with SaaS products and services
Can independently troubleshoot, utilize a knowledge base, and further investigate to fix a problem
A strong focus on organization and attention to detail
Interest in learning and challenging yourself every day
A desire to improve processes and services
2+ years in an IT or customer support position within a SaaS company
Proficiency in Microsoft Office applications
Experience with CRMs, preferably Salesforce
Experience managing a customer knowledge base
Experience with 3rd party integrations
Background in cyber security is a plus
AS in Computer Science or related field is a plus
Familiarity with HTML / CSS
Understanding of Linux and Windows OS
Understanding of customer support ticket lifecycle
What is your responsibility?
Work 100% remotely to cover the Pacific Time Zone (8 am-5 pm PT)
The standard shift will be within the Pacific time zone business hours, but applicants should have flexibility to support outside of these hours on an as needed basis.
Effectively log and resolve issues for our customers through our service desk (primary channel), email, chat, and phone
Collaborate with other team members and engineering to identify and assess customer needs to drive success and achieve resolutions
Build sustainable relationships of trust through open and interactive communication
Provide thorough, personalized solutions and alternatives to customer issues and follow up to ensure resolution and success
Keep records of customer interactions and expand our knowledge base after a case has been resolved for future efficiency
Monitor and maintain an up-to-date and accurate service desk for the tracking of customer issues and requests
Provide statuses of tickets to sustain a cohesive relationship between the customer and the team
Show composure and flexibility as customer base and case volume evolve and increase
Report and track product bugs and incidents
Advocate for customer needs
Other duties as assigned
What are the benefits of working at Project Ares?
Highly skilled group of people working on a sophisticated and valuable product
Significant opportunity to positively influence others and make a big impact
Organizational focus on learning and practicing data- and customer-driven design
Work from anywhere in North America
Compensation: negotiable – $50,000 – $60,000. Circadence is proud to offer medical, vision, and dental insurance, 401(k) plan with company matching, life and accidental death and dismemberment insurance, HSA (with high deductible plan), FSA, critical illness and accident insurance to all full-time employees, along with generous paid time off and holidays.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Circadence Corporation is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, color, creed, religion, sex, sexual orientation, gender, gender identity or expression, medical condition, national origin, ancestry, citizenship, marital status or civil partnership/union status, physical or mental disability, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law.
Circadence will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.
All Circadence employees are expected to actively support diversity on their teams, and in the Company.
This is a remote position.
Tagged as: USA
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