At a Glance
- Tasks: Assist enterprise customers with technical support via chat, tickets, and phone.
- Company: Join iboss, a leading cloud security company trusted by Fortune 50 enterprises.
- Benefits: Enjoy a fun work environment, competitive salary, healthcare, and pension plans.
- Other info: Dynamic role with opportunities to work on large, complex networks.
- Why this job: Make a real impact by solving complex tech issues for global organisations.
- Qualifications: Bachelor's degree in tech and 1-3 years of support experience required.
The predicted salary is between 63000 - 77000 £ per year.
Company Overview iboss is a cloud security company that enables the modern workforce to connect securely and directly to all applications from wherever they work. Built on a containerized cloud architecture, iboss delivers security capabilities such as SWG, malware defense, RBI, CASB and data loss prevention to all connections via the cloud, instantaneously and at scale. This eliminates the need for traditional network security appliances, such as VPNs, firewalls and web gateway proxies, which are ineffective at protecting a cloud‑first and mobile world. Leveraging a purpose‑built cloud architecture backed by 230+ issued and pending patents and more than 100 points of presence globally, iboss processes over 150 billion transactions daily, blocking 4 billion threats per day. More than 4,000 global enterprises trust the iboss Cloud Platform to support their modern workforces, including a large number of Fortune 50 companies.
Job Description Technical Support Associates interface directly with our Enterprise (Commercial, Government, K12) customers via live chat, ticket system, and telephone to assist them with technical support issues or inquiries. An ideal candidate for this role will have a wide breadth of knowledge and experience with enterprise networks, systems, and cybersecurity. An outstanding candidate will have previously been the “go‑to” network engineer, system administrator, or security engineer in a previous role. The outstanding candidate will also understand the challenges that administrators face when trying to secure their users and devices in today’s borderless network landscape and have a track record of solving them. If you have an innate curiosity to understand how systems work (and could possibly be abused), a drive to find creative solutions to problems others may think are impossible to solve, are comfortable in a fast paced, challenging, and exciting environment, and are driven to provide customer satisfaction, we want to hear from you. We’ll provide the opportunity for you to work with some of the largest and most complex networks on the planet, providing a service that helps protect organizations and users from threats.
Responsibilities
- Solve complex technical support inquiries via telephone, live chat, and ticket interactions with a positive and professional demeanor;
- Document interactions comprehensively for auditing and record keeping purposes;
- Spin up lab environments consisting of firewalls, switches, routers, and endpoints to reproduce customer environments for advanced troubleshooting purposes;
- Work with team leads and management to bubble up recurring issues or opportunities for product or process improvements;
- Participate in testing pre‑release solutions and validating performance against test plans documenting results;
- Create and submit knowledgebase entries to help improve customer self‑service capabilities;
- Create and maintain internal knowledge systems to assist other internal team members;
- Stay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features;
Skills / Qualifications
- Bachelor's degree in technical field (Computer Science, Computer Engineering, Information Technology)
- 1-3 years of previous technical support experience
- Possess a strong work ethic and team player mentality
- Excellent communication skills both verbal and written
- Experience designing and supporting multilayer IP networks; routing and switching
- Experience with network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
- Experience managing Windows Server or Red Hat Linux server environments; Proficient with Linux
- Experience managing large (>1k seat) Windows and Mac workstation deployments
- Experience managing DNS; Microsoft or Bind
- Experience with virtualization, specifically VDI implementations
- Experience with acquiring and analyzing packet captures
- Experience/familiarity with managing enterprise deployments of iOS, Android, and Chromebook devices
- Highly developed sense of integrity and commitment to customer satisfaction
- Strong detail orientation and listening skills
- Strong decision‑making and analytical abilities
Benefits
- Optimistic, supportive, and FUN work environment
- Healthcare Plan, Pensions
- Highly competitive salary
The duties and responsibilities described above are essential functions of the job. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability.
Technical Support Associate employer: Francisco Partners
Verifone is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation and collaboration thrive. As a Senior DevOps Engineer, you'll have the opportunity to work with cutting-edge technologies in a role that not only encourages professional growth but also allows you to make a significant impact on global payment solutions. With a commitment to employee development and a focus on creating a diverse environment, Verifone stands out as a place where your contributions are valued and your career can flourish.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Associate
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Francisco Partners. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Francisco Partners before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Associate
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Francisco Partners:Your cover letter is your chance to shine! Tell us why you want to work at Francisco Partners specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Francisco Partners!
How to prepare for a job interview at Francisco Partners
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
