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Customer Management Team Technician I (U.S. Remote or U.K. for U

Marketing Operations | Remote -Boulder area preferred | Full Time

Job Description

 Customer Management Technician I (UK Regional Hours)

Location:  U.S. Remote or U.K. remote

About Us:

Circadence has leveraged its history of software advancement, multi-player game development, and a deep understanding of application optimization, to offer Project Ares - the only fully-immersive, AI-powered, cybersecurity training platform in the market today. Project Ares provides cybersecurity teams the opportunity to practice skills and hone tactics in realistic, mission-specific virtual environments with real-world tools, and network activity, available 24/7. 

Our Customer Management Team is looking for a Tier 1 support member to join a fully remote team and expand our support coverage! If you are self-motivated, have a thirst for knowledge, and have a passion for improving customer experience, you may be a great fit with us at Circadence!

As a Customer Management Technician I, you will be providing fast and reliable assistance to our customers and support ongoing customer success. Our team strives for high quality support through resourceful, technical problem-solving and a thorough understanding of our products. This is a great role for someone who wants to build upon their technical abilities.

This position is a vital member of our team. You will be our front line for responding to customer inquiries for customers who are building their cyber security skills on our online cyber learning platforms. You will become essential to Circadence and our customers by becoming not only an expert in product support, but by learning today’s cyber security concepts, building upon troubleshooting and QA skillsets, and gaining comprehensive product knowledge.


What you’ll do:

  • Work 100% remotely to cover the start of our business day support for our international customers (7AM BST)
  • Effectively log and resolve issues for our customers through our service desk (primary channel), email, 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 knowledgebase after an issue 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

Qualities you have:

  • Find fulfillment in providing solutions
  • Adapt quickly to changing priorities and customer needs
  • Possess clear, professional, and informative communication skills
  • Strong ability to work independently
  • Have 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
  • Experience troubleshooting and deducing customer issues
  • Can autonomously troubleshoot and further investigate to fix a problem
  • Adapt quickly to changing priorities and customer needs
  • Strong focus on organization and detail
  • Interest in learning and challenging yourself every day

What separates you from the pack:

  • 2+ years in an IT or customer support position within a SaaS company
  • Background in cyber security is a plus
  • AS in Computer Science or related field is a plus
  • Experience with CRMs, preferably SFDC
  • Experience managing a customer knowledgebase
  • Familiarity with HTML / CSS
  • Understanding of Linux and Windows OS
  • Experience with 3rd party integrations
  • This position requires a 100% remotely work position and it cover the start of our business day support for our international customers (7AM BST) The hours a MUST 2am-11am EST- (7am- 4pm BST) ET. Do you have the ability to support customers for this time span?
  • Are you authorized work lawfully in the United States (required)?  
  • This is a FULL-TIME salaried position. 40 hours a week with some overtime. Are you able to accommodate the position with a home office environment? (equipment will be provided)
  • What are your salary expectations?

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.