Customer Support Specialist

Yubico, the inventor of the YubiKey (security key), makes secure login easy and available for everyone. Backed by major investors like Andreessen Horowitz, Meritech Capital, AMF, and Marc Benioff, CEO of Salesforce, the company was created by an inspirational female founder. Millions of individuals in over 160+ countries rely on the YubiKey to protect their accounts, and companies like Google, Facebook, Twitter, and the U.S. State Government rely on our technology to keep their employees secure. We are a multinational, fast-growing company offering an opportunity to bring your ideas to life with our global team. If you are interested in this role, please submit your CV in English.
The future of Yubico: We’re continuing to invest in innovation and we’re excited to share that we’ve signed the intent to go public through a merger with ACQ Bure, a Swedish holding company that is publicly traded on Nasdaq Stockholm. You can read more about our exciting news in our blog: https://www.yubico.com/blog/yubico-is-merging-with-acq-bure/ .
At Yubico, we offer:
Yubico Values: We work to ensure that our employees have an open space to have their voices amplified to create a diverse, equitable, and inclusive workplace where everyone feels like they belong. Aligned with this, our employees have created some pretty cool Employee Resource Groups: YubiPride, YubiBIPOC, YubiSustainability and YubiWomen. Additionally, Yubico donates YubiKeys to organizations in need all over the world (you can read more about our work here).
Social Connection: Relationships and connectedness matter, and we love spending time with our team! Our virtual workspace keeps us connected day-to-day whether it's through Yubico celebrating wins or our buzzing Slack communities. We host an all-team event in a new location every year where we plan for upcoming quarters, set goals, and most importantly, host fun events to encourage team building outside of the workplace. Check out our Life at Yubico Page on LinkedIn and our awards here.
The Role:
Yubico is looking for a full-time Customer Support Specialist to join the security revolution, and empower customers to quickly and easily use theYubiKey with hundreds of services. You will engage with customers via Zendesk tickets, to answer user questions. You will share quantitative and qualitative feedback with internal teams to improve the Yubico user experience. You will become a Yubico product expert and a user advocate, as well as a consultant on Yubico’s full product line of hardware devices, software applications, and services for technology partners. The successful candidate is a self-starter, with an eagerness to learn, and a passion for making customers happy. This position offers tremendous career-growth potential at a fast-growing innovative technology company.

Tasks & Responsibilities:

• Be the trusted concierge for Yubico website visitors, with the goal of ensuring Yubico customers find the information they need to successfully purchase and use the YubiKey
• Work cross-functionally with product management, marketing, and the solutions organizations to improve the customer experience
• Think critically and creatively to help automate and scale the Yubico support experience
• Collaborate with Sales, Marketing and PR teams to improve the presale user experience.
• Collaborate with the Technical Support, Services and Supply Chain teams to improve the post-sales user experience
• Be the voice of the YubiKey user within the organization
• Reports to the Manager of Customer Support
• This position requires evening meetings with our US team members 2-3 days a week

Basic Qualifications:

• 3+ years of Customer Support experience
• Fluent English
• Positive, customer service oriented individual
• Self-motivated, able to work autonomously, while incorporating direction from mentors
• Clear, concise communicator
• Excellent writing skills
• Patience and willingness to help others
• Attentive, be a great listener that seeks to understand the full problem before suggesting a solution
• Eagerness to learn about Yubico hardware products and our extensive ecosystem
• Must have working knowledge of Google Suite applications such as Docs, Sheets, Slides, etc.
• Have, or be willing to learn, basic technical terminology and platforms used in Identity Access Management and Authentication

We are an equal opportun