Customer Support Specialist

LayerX is seeking an experienced customer support representative to join our team. This role will combine supporting our customer needs via support tickets as well as customer reporting & analysis. This unique combination will provide growth opportunities as well as significant room for impact.

LayerX Security:

LayerX’s user-first browser security platform turns any browser into the most protected & manageable workspace by providing real-time monitoring and governance over users’ activities on the web. We protect the enterprise’s applications, data, and devices from web-borne risks with near-zero impact on user experience.

Our Values – What We Believe In:

• Autonomy and Empowerment – Our engineers are responsible for delivering impact all the way from idea through to design, architecture, infrastructure, and delivery to production.
• ⁠Openness and Transparency – There are no walls; we are all in this together.
• No Fear – We welcome working in new domains and learning new technologies. There are no disciplines; we do what it takes to succeed!
• ⁠Excellence – Using the best technologies and writing reliable, scalable, and robust components.
• Data Wins Arguments – We are data-driven and focused. Get the data and act on it!
• User Privacy – Protecting users and organizations is extremely important to us, and user privacy is a top priority as well.
• ⁠Friendship and Fun – Teamwork is at the center of our methodology. We work as a team on problems and challenges, and fun is a big part of that as well!
  
  

• Provide initial technical response to customer malfunctions and inquiries to clients via email, chat, and other direct messaging platforms, ensuring swift and effective resolution of issues.
• Diagnose and troubleshoot customer issues.
• Escalate unresolved issues to higher-level support as necessary.
• Collaborate with internal teams (Customer Success, R&D, Product, QA) to escalate and resolve complex technical challenges and ensure a high level of customer satisfaction.
• Perform various data analyses and customer reporting on an ongoing basis.
• Develop client-facing reports incorporating visual analysis elements such as graphs, charts and trends.
• Document technical issues and solutions for knowledge sharing and improvement of processes.
• Contribute to enhancing customer satisfaction by identifying recurring issues and suggesting process or product improvement.
• Stay updated on company products, services, and policies to provide accurate information to customers.
  
  

• Previous experience in a technical support or similar customer-facing role- must.
• Advanced knowledge of SQL and Excel functions- must.
• Technological orientation with a passion for learning and troubleshooting.
• Basic understanding of network communication and the cyber security domain.
• Excellent communication skills in English at a native language level (written and verbal).
• Ability to work in shifts, including during US working hours.
• Tech-savvy, resourceful, and eager to learn in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Basic understanding of web technologies and security principles.
• Solid planning, priority setting, and project-management skills.
• Experience with data visualization tools.