Senior Support Specialist

Please note: Axio is not sponsoring visas at this time. Axio is only able to consider US based candidates.

Company and Position Description

Axio knows impenetrability is impossible, but cyber risk management maturity is within reach. We help organizations ensure that they understand their cyber risk exposure, manage it effectively, and are equipped to recover financially if incidents occur. Axio delivers the industry’s only true cyber risk quantification solution that looks at IT and OT security controls and insurance coverages to create an integrated, holistic technology and financial risk solution that can evolve with each client as the risk landscape shifts.

Axio is looking for a senior support specialist to work in our support team as the Tier 1, 2 & 3 support, with responsibility for responding to customers and partners in a timely manner to answer common usage questions, triage issues that may need assistance from other teams within Axio, and own the communication with users requesting support through various channels. The support specialist will also use a Support system such as Freshdesk or Zendesk to keep track of tickets and communicate with customers.

We are currently receiving support requests primarily via a shared email inbox, but there are occasional requests through several inter-office messaging channels as well. We plan to implement a Support ticketing system soon, so experience with Zendesk is valuable.

The right person will be user-focused, a skilled communicator, team player across the organization, mindful of the users’ context and security, capable of prioritizing urgent requests, keen at observing trends in support issues for application in product improvements, and eager to quickly grasp the basics of our software and business and to continue learning.

We are looking for someone who can fulfill the requirements of the job, build on precedence of helpful and timely customer support, and also lead as we mature our processes as our business growth accelerates!

Responsibilities  

• Monitor and triage support
• Monitor and triage supportSlack channel.
• Monitor and publish customer QA. 
• Monitor and triage customer feedback Slack channel.
• Resolve Tier 1 and Tier 2 issues whenever possible.
• Ensure that support tickets are responded to within Axio’s support SLAs.
• Proactively communicate by phone and email/ticketing system with customers to provide updates related to their open tickets.
• Occasionally meet with customers to review all open tickets, next steps, due dates, etc.
• Work closely with the Engineering and Product Management groups to ensure support issues are resolved in a timely manner.
• Assist in implementation of a ticketing system
• Write up cards / user stories as applicable for bugs discovered by customers
• Utilize Drift chatbot during business hours
• Use support history (email and slack channel) to create a bank of FAQs for users.
• Build out a structured SLA including a response mechanism for after-hours/escalation/etc. 24-7 tickets.

Qualifications

• Bachelor’s degree.
• Experience as a Support Engineer for at least 5 years.
• Experience working independently and building relationships with customers (internal or external)
• Excellent communication, organization, and project management skills.
• Experience with triaging customer support tickets based on a combination of issue severity, customer investment/revenue, impact on other customers.
• Cyber-security experience a plus

Primary Tools

Axio360, Outlook, Slack, Box, Okta, GitLab, Drift, Zoom, Zendesk.