Customer Support Analyst

About Token:
Ransomware and Phishing attacks are the largest threats facing every organization today. Token has invented Next-Generation MFA that stops these attacks, and it is changing the way our customers secure their organizations. The Token Ring provides wearable, biometric, multifactor authentication. We deliver the next generation of access security that is invulnerable to social engineering, malware, and removes the shortcomings of legacy MFA for organizations where breaches, data loss, and ransomware must be prevented.
What We Offer:
A collaborative, remote-first environment, with a competitive salary and stock option grants for all employees. We offer medical, dental, and vision insurance, PTO, wellness time, and unlimited sick time. Activism is an important part of our company culture. As such, we encourage volunteering by offering each employee one day to spend supporting an individual cause they care about, and one day as part of a Token team.
Position Summary:
The Customer Support Analyst serves as a key liaison for customers, delivering high-quality technical and functional support to resolve inquiries, troubleshoot issues, and enhance overall customer satisfaction. This role involves analyzing and understanding customer needs, promptly conveying effective solutions, and ensuring the seamless operation of products and services.
The ideal candidate is customer-focused problem solver with an eye for details, possessing strong communication skills, and a passion for delivering exceptional service.
Responsibilities:

• Serve as the first point of contact for customer inquiries via phone, email, or other channel providing accurate and timely solutions.
• Diagnose and troubleshoot technical issues related to products and services, offering solutions or escalating when necessary.
• Collaborate with other departments, including product, engineering, and sales, to resolve customer issues and improve product offerings.
• Track, document, and monitor customer issues using CRM or support software, ensuring accurate records and timely follow-ups.
• Analyze customer feedback and issues to identify patterns or recurring problems, contributing to process improvements and product enhancements.
• Maintain up-to-date knowledge of product features, industry trends, and troubleshooting techniques to provide the highest level of support.
• Assist in creating and maintaining help documentation, FAQs, and training materials to empower customers with self-service solutions.
• Embraces AI-powered tools to enhance customer support efficiency.

Core Competencies:

• Communication: Strong communication skills are essential to effectively interact with customers and ensure their concerns are understood and addressed promptly. Clear communication also ensures that customer feedback is accurately conveyed to other departments for resolution.
• Problem-Solving: The ability to identify, analyze, and resolve customer issues is crucial in providing timely solutions. Effective problem-solving not only resolves current issues but also helps to prevent future problems by addressing root causes.
• Customer Focus: A customer-centric mindset ensures that every interaction is aimed at providing a positive experience and resolving issues in a manner that meets or exceeds customer expectations.
• Collaboration: Working closely with internal teams such as product, engineering, and sales ensures that customer issues are resolved holistically, and that feedback can be incorporated into future product enhancements or service improvements.
• Attention to Detail: Thorough attention to detail ensures that every customer inquiry is fully addressed, and that no critical information is overlooked in the resolution process, leading to better customer satisfaction and fewer follow-ups.
• Time Management: Managing multiple customer inquiries simultaneously and prioritizing urgent issues ensures that all customers receive prompt responses and resolutions, preventing delays and dissatisfaction.
• Adaptability: The ability to quickly adapt to changing customer needs, new products, and evolving support tools is critical in a fast-paced environment. Adaptability also ensures you can handle a wide range of customer issues as they arise.

Educational Requirements:

• Bachelor’s degree in Business, Information Technology, Engineering or a related field (preferred).
• Technical certificate in Cybersecurity or Technical Support (alternately)
• Relevant certifications in customer support and/or cybersecurity (e.g., ITIL, CompTIA) are a plus.

Other Experience, Requirements & Qualifications:

• Experience in customer service, customer support, technical support, or a related fields
• Experience using customer support software (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) to track and resolve issues.

Base salary for this role is between $45,000-50,000 depending on your unique mix of education and experience.