Onboarding Support Specialist
Customer Success - Stockholm
What we do at Detectify
Detectify offers a web application security scanner that automates hacker attacks to help businesses stay safe. Our founders are among the best ethical hackers in the world - having hacked tech giants such as Google, Facebook, or Dropbox.
The Customer Success Team
You will be part of the Customer Success team that is responsible for one of our most important assets: our customers. Today, we collaborate with over 150 handpicked white-hat hackers to continually help clients like Episerver, Trello, Spotify and King make their websites more secure. The Customer Success team holds the crucial role of building relationships with our customers and collecting feedback to ensure that our product is helping customers keep their web applications secure.
As an Onboarding Support Specialist, your role will be to help our clients get a great start with our products, and assist clients via inbound channels. You will help ensure a smooth experience from the account setup and until our products are well adopted. You will also be assisting with technical inquiries and troubleshooting.
You will mainly work with our self-service segment of clients that do not have a dedicated Customer Success Manager.
What you'll get to do
As an Onboarding Support Specialist, you will help our clients resolve issues related to the usage of our products. You will be the first point of contact with our clients, and your exceptional focus on giving our clients great support and ensuring that they are up and running fast is your strongest skill.
To succeed with these tasks, you should have a genuine interest in technology, love to provide exceptional service, be proactive with understanding our client's needs and have strong communication skills.
You will be the second addition to our support team, which is part of a larger customer success team.
These are just some of your responsibilities:
- Help customers get onboard with our products via ticket handling
- Technical troubleshooting
- Ensuring the highest level of service to our clients
- Report internally on common issues
- Able to advise on how to mitigate issues going forward
- Assist in writing support articles
- Implementing support automations
Who you are
You have a genuine interest in helping others succeed, and have previous experience from customer service roles and understand the value of top-notch customer service. You thrive in a fast-paced environment and You would describe yourself as a problem solver, great communicator, and a team player. You are fluent in English.
So, what do you think?
We welcome people from all backgrounds who seek the opportunity to help build a more secure internet. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s do this together. It will be fun!