Help Desk Support - job 2 of 2

We are searching for a Technical Support Administrator (Help Desk Support)!

What does a Technical Support Administrator do at CyberGRX?

Amazing things! Our Technical Support Administrators are at the core of the value we bring to our members. You will bring your passion for problem solving and work collaboratively with our internal teams to effectively fulfill the data requirements of our customers and their third-parties. As you quickly become a platform subject matter expert, you will collaborate closely to develop solutions as problems arise while working to meet corporate objectives. Our Product and Engineering teams will look to you to help them prioritize problems and identify appropriate solutions. Our members will look to you to help keep their third-party risk management program on track. You will gain valuable experience in enterprise technical support, third-party cyber risk, and corporate metrics & reporting. You will be our superhero!

What a day in the life looks like:

• Respond to and action technical support requests from external and internal sources. Actions include replicating, troubleshooting, resolving and escalating platform errors in addition to general support requests.
• Work to actively process technical support tickets in a timely manner within SLA's. You will ensure that technical support cases are properly documented, assigned and resolutions are communicated to all stakeholders.
• Actively contribute to the organization as a subject matter expert for our software product and data.
• Determine the potential impacts and trouble areas a software release can have on customers and staff pre-release. This will be achieved through independent testing of releases in staging and demo environments to fully understand its impact.
• Create instructional documents as needed to assist users including our in-platform self-help system.
• Identify and research technical support trends.
• Assist with miscellaneous projects as determined by management.

What you bring to the table:

• You have at least 2 years of experience working in a technical environment.
• Bonus points if you have Zendesk and/or prior Technical Support experience.
• You are a master in a wide range of software including Microsoft and Google Productivity applications (especially Excel/Sheets and Powerpoint/Slides).
• You love to research and find technical answers.
• Excellent written and verbal communication skills and the ability to communicate effectively with both non-technical and technical stakeholders.
• You effectively manage time against competing priorities
• You're flexible with work schedules as business needs develop (Right now the expectation is normal 8-5 working hours)

Why you want to work for CyberGRX:

• We offer a competitive base salary (commensurate with experience) plus incentive compensation. We have an incredible benefits package including:
• 100% Company paid medical/dental/vision for employees & generous company contribution for dependent health benefits
• 401(k) program, including employer match up to 3% of your base salary
• $100/month stipend to use for wellness and WFH expenses
• Open Time Off policy - Take the time you need! Recharging the batteries is encouraged.
• Equity – Acting like an owner is one of our Core Values
• Remote Friendly Work Environment
• We are doing new and exciting things and have big plans for growth!

Annual Base Salary Range: $45,000 - $55,000

Annual Bonus Potential: 10% of your base salary

What is CyberGRX? CyberGRX provides enterprises and their third-party vendors with the most cost-effective and scalable approach to cyber risk management. Built on the market's first third-party cyber risk Exchange, CyberGRX combines both third-party vendors and enterprise organizations in one easy-to-navigate platform to streamline the risk assessment process. 63% of data breaches are linked to a third party and CyberGRX arms organizations with the data and advanced analytics so they can efficiently manage, monitor and mitigate risk in their partner ecosystems.

We encourage you to apply if this role excites you - even if you think you may not have the exact skillset. We believe in cultivating an environment where there is a diversity of perspectives, in hopes that we can all thrive in an inclusive environment.

CyberGRX does not discriminate in employment matters on the basis of race, color, religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. We support workplace diversity.

CyberGRX prioritizes the health and well-being of employees, and vaccines are the best tool currently available to help control this global pandemic and protect our employees. Therefore, for everyone's safety, as a condition of employment: all employees will be required to demonstrate that they have been fully vaccinated against COVID-19 prior to the commencement of their employment (subject to the availability of reasonable accommodation when required by law). Some roles may be 100% remote and could be exempt from the vaccine mandate.