Circadence Corporation Hiring for Customer Support Technician I at San Francisco, CA Full Time

Join the front lines of Project Ares on our Customer Support team! Our mission is to provide fast and reliable assistance to our customers and facilitate ongoing customer success. We strive for high-quality support through resourceful, technical problem-solving, and a thorough understanding of our products.

You will become essential to Project Ares and our customers by becoming an expert in product support, learning today’s cyber security concepts, anticipating user’s needs, and building upon troubleshooting and QA skillsets.

Company Mission

The team at Project Ares is zealous about a safer digital world and focuses specifically on innovations for teaching and learning cybersecurity. We believe hands-on learning is key to impactful education curriculum and professional training programs. Learning-by-doing upskills cyber students and practitioners, empowering them to apply their knowledge to keep organizations safer amidst evolving digital dynamics and cyber threats. We are building the best learning solution for academic institutions, enterprises and governments through immersive labs and games delivered within an engaging platform we lovingly call Project Ares.

Click Here to see our current education platform “Project Ares” in action!

Why will you enjoy this role?

You will be a great fit for this role if you love helping people, working out problems, streamlining processes and task-based work.

If you are self-motivated, have a thirst for knowledge, and a passion for improving customer experience, we’d love to hear from you!

What will make you successful in the first 6-12 months?

You’ll learn all about Project Ares. (i.e. features, scenarios, walkthroughs, best practices).

You’ll meet your teammates; learn how we communicate and collaborate remotely.

You’ll learn how to on-board new customers and support common issues.

You’ll learn the ins and outs of Salesforce for case management and be comfortable making configuration changes to support processes.

Skills and Qualifications:
Experience troubleshooting and deducing customer issues

Enjoyment talking to and helping customers via email and phone

Find fulfillment in providing solutions

Ability to adapt quickly to changing priorities and customer needs

Possess clear, professional, and informative communication skills

Strong ability to work independently

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

Can independently troubleshoot, utilize a knowledge base, and further investigate to fix a problem

A strong focus on organization and attention to detail

Interest in learning and challenging yourself every day

A desire to improve processes and services

2+ years in an IT or customer support position within a SaaS company

Proficiency in Microsoft Office applications

Experience with CRMs, preferably Salesforce

Experience managing a customer knowledge base

Experience with 3rd party integrations

Background in cyber security is a plus

AS in Computer Science or related field is a plus

Familiarity with HTML / CSS

Understanding of Linux and Windows OS

Understanding of customer support ticket lifecycle

What is your responsibility?

Work 100% remotely to cover the Pacific Time Zone (8 am-5 pm PT)

The standard shift will be within the Pacific time zone business hours, but applicants should have flexibility to support outside of these hours on an as needed basis.

Effectively log and resolve issues for our customers through our service desk (primary channel), email, chat, 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 knowledge base after a case 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

Report and track product bugs and incidents

Advocate for customer needs

Other duties as assigned

What are the benefits of working at Project Ares?

Highly skilled group of people working on a sophisticated and valuable product

Significant opportunity to positively influence others and make a big impact

Organizational focus on learning and practicing data- and customer-driven design

Work from anywhere in North America

Compensation: negotiable – $50,000 – $60,000. Circadence is proud to offer medical, vision, and dental insurance, 401(k) plan with company matching, life and accidental death and dismemberment insurance, HSA (with high deductible plan), FSA, critical illness and accident insurance to all full-time employees, along with generous paid time off and holidays.

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.

https://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf

All Circadence employees are expected to actively support diversity on their teams, and in the Company.

This is a remote position.