CUSTOMER SUPPORT SPECIALIST

Professionals at Ackcent Cybersecurity have a common goal: to improve the security of our customers, protect their assets from cyber threats and to provide high-quality services through communication and care for our customers. We are looking for a person in charge of building relationships with clients and being the point of contact between the company and the clients to explain the threatening situation and the way the company will act and resolution. You will be solving doubts and questions and guiding hand by hand all the processes of the investigation, providing the clients with all the information regarding their case. Key Responsibilities Ensure clear and efficient communication with clients by phone and mail to resolve doubts and problems. Manage incoming tickets and client requests by conducting initial investigations, gathering information, implementing first-response measures, and escalating cases to other teams according to the service procedures. Collaborate with the Security Operations Center (SOC) team to report and address tickets and incidents. Conduct virtual training sessions to guide clients on using our cybersecurity solutions and addressing their specific concerns. Provide clients with timely updates and ensure they feel informed and supported throughout the resolution process, maintaining alignment with SLA requirements. Support the SOC team with day-to-day operational needs and client-related inquiries. Create, update, and maintain documentation and handbooks to support and enhance operational procedures and ensure consistency. Required Skills & Experience Solid knowledge of operational systems (e.g., Windows) and computer skills. Proven experience in a customer service role, preferably within a cybersecurity environment. Open to work on rotating shifts schedules (2 weeks from 8am to 5pm and 1 week from 11am to 8pm). Knowledge or strong interest in cybersecurity concepts and solutions. Exposure to creating documentation, such as handbooks or process guides. Fluent in Spanish and English (written and spoken). Tech-savvy with the ability to quickly adapt to new tools and technologies. Empathy and the ability to understand client needs and concerns. Excellent communication skills, including active listening, verbal, and written communication. Strong problem-solving skills with a proactive and solution-oriented mindset. Team player with a collaborative attitude and the ability to work in dynamic environments. Highly organized, self-motivated, and capable of managing multiple priorities. What we offer Competitive salary Medical insurance Remote work Birthday day off Opportunity to grow in the field of cybersecurity A collaborative and innovative work environment At Ackcent, we celebrate diversity and are committed to creating an inclusive environment for all our employees. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, marital status, disability status, or any other condition protected or not by the laws or regulations of the places where we operate. Ackcent does not tolerate any form of discrimination or harassment.