Triage Specialist

The Triage Specialist at BlackCloak plays an essential role in supporting clients by answering technical questions, managing ticket queues, and providing guidance on privacy and identity theft. This critical position involves direct communication with clients, ensuring that their inquiries are addressed promptly through various channels including phone and email.

To qualify for the Triage Specialist position at BlackCloak, candidates should ideally have around two years of experience in a technical support role, along with a strong working knowledge of various operating systems like Windows, macOS, iOS, and Android. Industry-recognized IT certifications, such as CompTIA ITF+, A+, or Network+, are considered a plus.

A Triage Specialist at BlackCloak is responsible for responding to customer queries, managing ticket queues, providing technical and privacy-related advice, and ensuring an excellent client experience. They work closely with other teams to facilitate effective service delivery and participate in on-call rotations to support clients across different time zones.

Yes, the Triage Specialist position at BlackCloak is highly client-facing. In this role, you'll interact daily with clients through multiple channels, providing support and education on BlackCloak’s solutions. This position is key to ensuring that clients feel supported and satisfied with our services.

The work environment for a Triage Specialist at BlackCloak is fully remote, allowing for flexibility in work hours. You’ll be part of a dynamic team that values collaboration, innovation, and the importance of delivering outstanding client experiences. The company offers a supportive culture with numerous opportunities for growth.

When dealing with a difficult client, it's important to remain calm, actively listen to their concerns, and empathize with their situation. I would reassure them that I am here to help and clearly communicate the steps I would take to resolve their issue, ensuring they feel supported throughout the process.

In my previous roles, I have worked with a variety of operating systems including Windows, macOS, iOS, and Android. For example, I’ve provided tech support for clients experiencing installation issues on Windows and guided Mac users through system preferences adjustment, which has equipped me with a broad understanding of client needs across different platforms.

To manage multiple support tickets efficiently, I would prioritize them based on urgency and SLA requirements. Utilizing a ticketing system allows me to track progress and ensure timely responses. Regularly reviewing open tickets at set intervals also helps me stay organized and responsive.

I regularly follow cybersecurity news through reputable blogs, forums, and online courses. Participating in webinars and discussions with peers also allows me to stay informed about emerging threats and best practices, which is essential for providing informed support to clients.

When providing privacy advice, I adopt a clear and friendly approach, enabling clients to understand the importance of safeguarding their information. I focus on practical steps they can take to protect their privacy, such as reviewing privacy settings, recognizing phishing attempts, and using secure passwords.

In my previous position, I resolved a technical issue where a client’s device wouldn’t sync with their cloud backup. After identifying the root cause involved a configuration error, I guided them through the troubleshooting steps, ultimately restoring their device functionality and ensuring their data was secure.

I would take a consultative approach to educate clients about BlackCloak’s solutions by first understanding their specific needs and concerns. Then, I would tailor my explanation to highlight the relevant features and benefits that address those needs, thereby ensuring they fully grasp how our services can protect them.

I am experienced with various ticketing and CRM systems, such as Zendesk and Salesforce, as well as remote support tools like TeamViewer and AnyDesk. Additionally, I have utilized collaboration tools like Slack and Zoom to maintain effective communication with both clients and team members.

I handle pressure during peak times by staying organized and focused on the tasks at hand. Implementing effective time management techniques, such as taking short breaks to regroup, helps maintain my productivity. I also remain positive and view challenges as opportunities to improve my skills.

I was motivated to apply for the Triage Specialist position at BlackCloak because of the company’s commitment to protecting clients’ digital lives. The opportunity to work in a fast-growing company that values both client satisfaction and employee development resonates strongly with my professional values and career aspirations.