Customer Support Specialist

LayerX is seeking an experienced Tier-1 customer support specialist to join our team. This role will combine supporting our customer needs via support tickets as well as customer reporting & analysis. This unique combination will provide growth opportunities as well as significant room for impact.

This role will include shifts in US Hours, Monday- Friday (not flexible), ideal for 4th year students

LayerX Security

LayerX’s user-first browser security platform turns any browser into the most protected & manageable workspace by providing real-time monitoring and governance over users’ activities on the web. We protect the enterprise’s applications, data, and devices from web-borne risks with near-zero impact on user experience.

Our Values – What We Believe In:

• Autonomy and Empowerment – Our engineers are responsible for delivering impact all the way from idea through to design, architecture, infrastructure, and delivery to production.
• ⁠Openness and Transparency – There are no walls; we are all in this together.
• No Fear – We welcome working in new domains and learning new technologies. There are no disciplines; we do what it takes to succeed!
• ⁠Excellence – Using the best technologies and writing reliable, scalable, and robust components.
• Data Wins Arguments – We are data-driven and focused. Get the data and act on it!
• User Privacy – Protecting users and organizations is extremely important to us, and user privacy is a top priority as well.
• ⁠Friendship and Fun – Teamwork is at the center of our methodology. We work as a team on problems and challenges, and fun is a big part of that as well!

Responsibilities

• Provide initial technical response to customer malfunctions and inquiries to clients via email, chat, and other direct messaging platforms, ensuring swift and effective resolution of issues.
• Diagnose and troubleshoot customer issues.
• Escalate unresolved issues to higher-level support as necessary.
• Collaborate with internal teams (Customer Success, R&D, Product, QA) to escalate and resolve complex technical challenges and ensure a high level of customer satisfaction.
• Perform various data analysis and customer reporting on an ongoing basis.
• Develop client-facing reports incorporating visual analysis elements such as graphs, charts and trends.
• Document technical issues and solutions for knowledge sharing and improvement of processes.
• Contribute to enhancing customer satisfaction by identifying recurring issues and suggesting process or product improvement.
• Stay updated on company products, services, and policies to provide accurate information to customers.

Requirements

• Previous experience in a technical support or similar customer-facing role- must.
• Advanced knowledge of SQL and Excel functions- must.
• Technological orientation with a passion for learning and troubleshooting.
• Basic understanding of network communication and the cyber security domain. 
• Excellent communication skills in English at a native language level (written and verbal).
• Ability to work in shifts, including during US working hours.
• Tech-savvy, resourceful, and eager to learn in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Basic understanding of web technologies and security principles.
• Solid planning, priority setting, and project-management skills.
• Experience with data visualization tools.