Senior Customer Support Specialist

Who is SimSpace:

SimSpace launched in 2015 with a singular purpose – addressing the most urgent and sophisticated cybersecurity challenges to reduce risk for our most vulnerable and valuable infrastructure. The organizations around the world that we depend on every day to keep our loved ones safe and secure. Our healthcare facilities, schools, financial institutions, transit centers, grocery stores, and workplaces just to name a few. To deliver global resiliency, we provide an elite cyber range platform to curate unassailable cyber defenses, data driven decisions, cutting edge training labs, live attack scenarios, and extensive individual and dynamic team readiness training. 

SimSpace works as OneTeam to elevate humanity around the world. We are committed to continuously improving and delivering a cultivated member experience whether that is accomplished through focusing on supporting our client’s teams or our own mission driven SimSpacers. 

We are an international company headquartered in Boston's Fort Point in the U.S. If you are interested in elevating the technology and creative solutions necessary to secure and safeguard our future while working alongside others who share your passion for purpose and development, we want to meet you!

Why should you choose a career at SimSpace?

We are an organization that is focused on building our culture and mindfully enhancing our atmosphere everyday which is why we have collaborated on an integral value system. Our governing philosophy of being Human Centered is deeply embedded within our value system. We apply this philosophy to every one of our internal team members, external clients, and their customers.

Our core values:

• Serve to Protect – We provide safe space, deliver on the mission, and elevate humanity
• Acquire Understanding – We seek and provide clarity 10x, cultivate comprehension, and believe information goes both all ways
• Operate as Innovators – We stay curious, practice consistency over intensity, and continue to be the change we need in the world
• Teamwork Without Borders – We are never alone, we solve for all, and keep people at the heart of everything we do

We are looking for a Remote Senior Customer Support Specialist who will be responsible for the triage and resolution of all technical support tickets. This is a client advocacy role with a focus on supporting our customers and delivering consistent excellent service.

Who You Are:

• Solution-oriented problem solver.
• Demonstrate as a positive, energetic and empathetic communicator.
• Tech-savvy, self-sufficient, and resourceful learner.
• High attention to detail and ability to oversee multiple clients simultaneously.
• Ability to adapt to a constantly changing environment in a tech company.
• Experience with troubleshooting content creation.
• Familiarity with VMware, Networking, Windows and/or Linux Administration.
• Experience with support workflows.
• Knowledge of Freshdesk preferred.

 What will you be doing as a Senior Customer Support Specialist at SimSpace?

• Handle front line technical support (Tier 1/2) by responding to customer support tickets as soon as they enter the help desk queue. This could include answering how-to questions, troubleshooting issues, and escalating requests to appropriate teams as needed for SaaS and On-Premise customers.
• Manage and monitor the help desk to ensure we meet our Service Level Agreements (SLAs) for our customers.
• Respond to and resolve tickets quickly and efficiently. Whether it’s a Tier 1 request you handle or a Tier 3 request you escalate, you’ll own the ticket and see it through to resolution.
• Cross collaboration with our Customer Success, Professional Services, Engineering, Product and Infrastructure teams. 
• Supporting training calls. 
• Develop customer-facing troubleshooting content. 
• Serve as a product expert.
• Keeping up with new features and current issues while providing quality feedback to our product and engineering teams regarding customer requests, issues and trends
• Troubleshooting to improve the customer ex