At a Glance
- Tasks: Provide top-notch technical support to enterprise customers 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: Be part of a dynamic team with opportunities for growth and learning.
- Why this job: Make a real impact by solving complex tech issues for global organisations.
- Qualifications: Bachelor's degree in a technical field and 1-3 years of support experience required.
The predicted salary is between 36000 - 60000 £ per year.
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.
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.
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.
Technical Support Associate employer: iBoss
iboss is an exceptional employer, offering a dynamic and supportive work environment that fosters growth and innovation. As a Sales Engineer in the Netherlands, you will collaborate with top-tier developers and have the opportunity to excel in a fast-paced, agile setting, with no ceiling on your potential. With competitive salaries and comprehensive benefits, including healthcare and pensions, iboss prioritises employee well-being and professional development, making it an ideal place for those seeking meaningful and rewarding careers in cloud security.
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 iBoss. 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 iBoss 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 iBoss:Your cover letter is your chance to shine! Tell us why you want to work at iBoss 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 iBoss!
How to prepare for a job interview at iBoss
✨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.
