What are the responsibilities and job description for the Technical Support Representative position at PhishingBox?
Job Title: Technical Support Representative
Company: PhishingBox LLC
Location: Lexington, KY
About Us:
PhishingBox is a leading phishing simulation and cybersecurity training provider dedicated to delivering an innovative, reliable web application to businesses worldwide. Our cutting-edge web application empowers organizations to maintain security compliance and increase security awareness. We pride ourselves on our commitment to customer satisfaction and creating a safer, more secure digital landscape.
Position Overview:
We are seeking a motivated, customer-focused Technical Support Representative to join our growing team. As a Technical Support Representative, you will play a key role in handling customer issues via phone, chat, and portal ticket channels. You will also work with our teams to write bug reports as well as document and relay customer feedback to the appropriate stakeholders. Your primary responsibility will be to provide exceptional customer service and resolve technical problems promptly and efficiently.
Responsibilities:
Provide outstanding technical support to customers via email/tickets, chat, and phone.
Diagnose and troubleshoot software issues reported by customers.
Guide customers through step-by-step solutions and provide accurate information.
Collaborate with other team members and departments to resolve client requests.
Document customer interactions, issues, and solutions for future reference.
Stay current with product knowledge and new features to provide accurate assistance.
Escalate unresolved issues via appropriate channels within the company.
Assist in creating and updating technical support documentation.
Ability to troubleshoot with our integrated platforms and third-party client tools.
Able to work Monday - Friday until 8pm ET in rotation with other team members.
Requirements:
High school diploma or equivalent; a Bachelor’s degree in a related field is a plus.
Proven experience in technical support or a related customer service role.
Strong problem-solving skills and attention to detail.
Excellent communication skills, both written and verbal.
Familiarity with SaaS products and basic technical concepts.
Ability to work well under pressure and handle challenging customer interactions.
Ability to work independently and collaborate effectively with a team.
What We Offer:
Pay: $22-$26/hour commiserate with experience.
Comprehensive benefits package, including health insurance stipend and 401k retirement plans.
Opportunities for professional development and career advancement.
Friendly, collaborative work environment.
Flexible work hours and the possibility of remote work.
Job Type: Full-time
Pay: $22.00 - $26.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
- Monday to Friday
Work Location: Hybrid remote in Lexington, KY 40507
Salary : $22 - $26