Customer Support Specialist

<span>Meet </span><a href="https://www.yubico.com/">Yubico</a><span>: the inventor of the </span><a href="https://www.yubico.com/products/">YubiKey</a><span>––the world's first and leading security key. Our company’s mission is to make secure login easy and available for everyone. Yubico was founded in 2007 by Stina and Jakob Ehrensvard, and recently went public on Nasdaq Stockholm Main Market: YUBICO. Our customers include Fortune 500 companies, hundreds of government agencies and millions of individuals in over 160 countries that rely on Yubico technology to secure access to computers, online services and mobile apps. We  are a global company with a strong company culture and employees located in over 14 countries. Yubico’s  headquarters are based in  Stockholm, Sweden and Santa Clara, CA.  Aligned with our mission to make the internet more secure for everyone, Yubico donates YubiKeys to organizations helping at-risk individuals through our philanthropic initiative, </span><a href="https://www.yubico.com/why-yubico/secure-it-forward/">Secure it Forward</a><span>.</span><br/><b><span>At Yubico, we offer:</span></b><br/><b>Yubico Values:</b><span> We work to ensure that our employees have an open space to have their voices amplified to create a 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).</span><br/><b><span>Social Connection:</span></b><span> 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 </span><a href="https://www.linkedin.com/company/yubico/life/17456342-be9b-4b35-b561-9ea3e892e9cc/"><span>Life at Yubico Page</span></a><span> on LinkedIn and our awards </span><a href="https://www.yubico.com/about/awards/"><span>here</span></a><b><span>.</span></b><br/><span>The Role:</span><br/><span>Yubico is looking for a full-time Customer Support Specialist to join the security revolution, and empower customers to quickly and easily use the YubiKey with hundreds of services. As a Customer Support Specialist, your primary responsibility will involve engaging with customers through the ticket handling system, to address inquiries and provide assistance. You will share quantitative and qualitative feedback with internal teams to improve the Yubico user experience. </span><br/><br/><span>Becoming a Yubico product expert is central to this role, where you will not only serve as a user advocate but also act as a consultant on our complete product line, encompassing hardware devices, software applications, and services designed for our technology partners. Joining Yubico in this role presents an exciting opportunity for career growth within a rapidly expanding and innovative technology company. If you are passionate about customer happiness and eager to contribute to a dynamic team, we invite you to apply and be a part of our mission.</span><br/> <h3>Tasks &amp; Responsibilities: </h3> <ul> <li>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</li><li>Work cross-functionally with product management, marketing, and the solutions organizations to improve the customer experience</li><li>Think critically and creatively to help automate and scale the Yubico support experience</li><li>Collaborate with Sales, Marketing and PR teams to improve the presale user experience</li><li>Collaborate with the Technical Support, Services and Supply Chain teams to improve the post-sales user experience</li><li>Be the voice of the YubiKey user within the organization</li><li>Reports to the Manager of Customer Support</li><li>This position requires going into the office 1-2 days a week</li><br/></ul> <h3>Basic Qualifications:</h3> <ul> <li>Recent graduate or previous Customer Support experience</li><li>Fluent English</li><li>Positive, customer service oriented individual</li><li>Self-motivated, able to work autonomously, while incorporating direction from mentors</li><li>Clear, concise communicator</li><li>Excellent writing skills in English</li><li>Patience and willingness to help others</li><li>Attentive, be a great listener that seeks to understand the full problem before suggesting a solution</li><li>Eagerness to learn about Yubico hardware products and our extensive ecosystem</li><li>Must have working knowledge of Google Suite applications such as Docs, Sheets, Slides, etc.</li><li>Have