Silverfort is a cyber security startup that develops a revolutionary identity protection platform. Our mission is to provide industry leading unified identity protection solutions for hybrid and multi cloud environments. Using patented technology, Silverfort's platform enables strong authentication across entire corporate networks and cloud environments, without any modifications to endpoints and servers.

Silverfort has been widely recognized as an industry innovator, being named “Best of MFA award” from Expert Insights, Microsoft Security 20/20 partner award, Homeland Security Awast for Best Identity Access Management platform for its agentless secure authentication and zero trust platform by Astors.

We are currently in search of a meticulous Customer Support Operations Specialist to join our customer support team. As a Customer Support Operations Specialist, your primary responsibility will be to manage and optimize our customer support tools, streamline processes, and enhance team efficiency. You will focus on the technology used by the Support team to maximize the value our customers derive from our services, thereby boosting customer satisfaction and fostering enduring relationships.

Responsibilities

• Align our customer support strategies and goals by implementing and configuring customer support tools.
• Work closely with various teams, including customer support engineers, customer success, sales, marketing, and product teams, to refine customer support processes and workflows.
• Serve as the primary system administrator, ensuring accurate data management, user access, and system integrations. Train support team members on effective and efficient use of support tools.
• Create and maintain customer support dashboards and reports to monitor key metrics, support KPIs, and other performance indicators.
• Identify opportunities for automating and optimizing customer support workflows and processes using support tools capabilities and integrations with other tools.
• Analyze data and feedback to identify patterns, trends, and opportunities for enhancing customer support and team efficiency.
• Stay informed about industry trends, best practices, and emerging technologies related to customer support operations and platforms.
• Maintain an internal knowledge base system, ensuring articles are current, organized, and developed as needed.

Requirements

• Minimum of 2 years of experience in a customer support operations role, preferably within the cybersecurity or software industry.
• Extensive knowledge and practical experience with customer support tools, such as Zendesk, GetGuru, Jira, Salesforce, Freshdesk.
• Familiarity with integrating systems via API using tools like Workato, Zapier, Scripts is a plus.
• Strong analytical skills with the ability to leverage data to drive insights and make data-driven decisions.
• Proficiency in data manipulation, reporting, and visualization using tools like Excel, Tableau, or Power BI.
• Excellent communication and interpersonal skills, with the ability to collaborate and build relationships with cross-functional teams.
• Detail-oriented mindset with a focus on accuracy and quality of work.
• Ability to work independently and manage multiple projects and priorities in a fast-paced environment.
• Bachelor's degree in business administration, economics, computer science, or a related field.
• Familiarity with cybersecurity concepts and industry trends is a plus.