Pindrop Security is looking for Technical Support Specialists that will help us develop and grow our customer support organization. Pindrop Support Specialists are responsible for delighting the customer and ensuring customers receive prompt, courteous, expert technical assistance from initial contact to resolution of the issue at hand.
Pindrop Security provides solutions to protect enterprise contact centers and employees against fraud and phone spam as well as providing authentication and reputation checking. Pindrop’s phone fingerprinting technology detects fraudulent calls and authenticates legitimate callers, helping customers eliminate financial losses and reduce operational costs. Pindrop’s breakthrough technology is the first of its kind to fingerprint individual phone calls, providing verification of caller provenance. Named SC Magazine 2013 Rookie Security Company of the Year, a Gartner “Cool Vendor” in Enterprise Unified Communications and Network Services for 2012 and one of the 10 Most Innovative Companies at the 2012 RSA conference, Pindrop Security’s solutions restore enterprises’ confidence in the security of phone-based transactions.
The ideal candidate will be capable of developing scalable processes, defining tools, and representing the customer to the organization. The Support Specialist will maintain and expand the support knowledgebase to continually reduce resolution times and convey information back to Development, QA and Operations to improve the customer experience. The Support Specialist will assist with preparing appliances for delivery to customers.
Experience with telephony or VoIP technologies
Case management tools
Familiarity working with KBA’s, bug tracking, and feature request
Strong commitment to excellent customer experience, whether in resolving reported issues or offering feedback to improve usability
Familiar with customer satisfaction measurements and metrics
Strong oral and written communication skills
Comfortable with leading customer training sessions
Self-motivated, detail-oriented and organized
Troubleshooting hardware and software issues
Logical, methodical approach to problem-solving, eliminating common causes then focusing on more remote possibilities