Technical Support Agent - London, United Kingdom - OutThink

Description

Mission:

OutThink's aim is to tackle the issue of human risk in cybersecurity, which is one of the two biggest risks of our time (as stated by the World Economic Forum).

We believe the traditional cybersecurity awareness computer-based training approach is outdated. We believe in putting people at the center of managing an organisation's cyber risk. We've pioneered the world's first cybersecurity human risk management platform (SaaS). We are on our way to building a world-class software company. We believe in empowering people to substantially reduce risk and believe the mission to do that is only possible by employing the best


The Role

You will play a key role in ensuring the seamless technical implementation, and smooth running of the OutThink solution for all our customers.

Whilst part of the engineering team, you will spend much of your time working with our Customer Success and Product teams.

This will be a customer facing technical role, with most of the work consisting of reactive actions, including participating in daily check-ins, dealing with, and resolving issues relating to the OutThink platform, ensuring that incidents are resolved efficiently in line with approved SLAs, and providing technical and process guidance to our customers.

What would great performance look like in the role?
Provide exceptional technical support to all OutThink customers and OutThink staff.

• Maintain a professional friendly approach.
• Listen to customer's needs and take appropriate measures to assist them.
• Attend occasional onsite visits to UAE and other Middle East based customers to help nurture relationships and where required, to directly diagnose issues.

Actively assist OutThink's Customer Success Team.

• Onboard and implement new customers.
• Create and manage issues in Jira.
• Maintain thorough technical documentation and share knowledge through internal knowledge base articles.
• Ensure Service Level Agreements are being met.
• Work closely with Engineering to ensure issues, suggestions and technical problems are resolved appropriately and in a timely manner.
• Continue to research and learn technical solutions, topics and trends to keep your technical skills sharp.
• Manage multiple technical support requests, prioritizing where necessary to ensure customer needs are being met.
• Maintain a professional demeanor under pressure

Key objectives for this role in the next phase of growth?

We are continually building commercially bringing on more clients and with that said we want to live by our value of customer first, always.

As we grow the number of accounts we understand our customers will require technical support. We want this role to be front and centre of how we grow.


How will we know you're successful in the role?

We will know you're successful in the role if you are lowering the time in which we offer technical support to our clients.

You will be helping as our front line to make sure we have completed tickets in Jira.


What will you have achieved?

• A good degree in a numerate or seminumerate field, such as Engineering, Physics, Mathematics or Computer Science
  OR equivalent work experience.
• 2+ years working knowledge, ideally including:
• Office 365 & Outlook (Microsoft 365).
• Azure AD and Active Directory On-Premises.
• Understanding firewalls, networking, and whitelisting issues.
• Microsoft Defender, Sentinel, Intune, and other Microsoft security solutions.
• Logging platforms and systems, including experience with SIEMs and the Syslog format.
• 2+ years of 1st line customer support experience.
• Strong technical aptitude.
• Experience in Jira or another customer relationship management system (CRM) is a plus.
• Must be able to work independently while actively supporting a strong team environment.
• Excellent interpersonal skills.
• Fluency in English is required. Arabic language skills are desirable.
• Excellent written and oral communications skills.
• Energized by the challenge of identifying new opportunities and ensuring a smooth and seamless experience for customers.

What To Expect:

• Competitive salary, with base/bonus OTE
• Salary reviews
• Employee share options
• A lifechanging, career defining opportunity
• Great startup culture
• Friendly and fun team
• 34 days holiday (including bank holidays)
• Day off for your birthday

• Collaboration Hub

• In London
• Meet your colleagues facetoface
• You'll work alongside amazing, highperforming colleagues, and have a onceinalifetime opportunity to join an exciting startup and grow with the company

Values
Innovation

Today, cyber criminals are winning, the world needs a new approach.

Our mission to prevent data breaches through innovation is at the heart of everything we do. We think outside the box, generate new and creative ideas.

Growth Mindset

We are humble and understand "We" is more important than "I". We only win if the team wins.

We grow as individuals through effor