About this Job

We are looking for a talented and motivated individual to help us provide essential cybersecurity compliance services and software solutions to our customers.

A Customer Support Specialist is an integral part of the Support team at TraceSecurity. The ideal candidate will be expected to provide comprehensive support across the services and software that TraceSecurity delivers to customers, with a special emphasis on troubleshooting and resolving virtual vulnerability scanner issues.

Requirements:

  • Demonstrates strong written and verbal communication skills
  • Ability to multitask/manage multiple projects simultaneously, exhaustively documenting processes in work order/ticket systems
  • Exhibits strong time management skills—self-motivated, self-improving
  • Shows professionalism and customer service skills across communication forms
  • Works well within a team environment, supporting everyone from executives to interns in a constructive and helpful manner
  • Develops creative problem-solving skills—willing to troubleshoot and solve customer issues, including research/testing when appropriate
  • College degree and/or equivalent IT industry training or work experience

Preferred Skills, Experience, & Certifications:

  • Fluency in or familiarity with Linux terminal (Ubuntu-based systems)
  • Virtualization experience (VirtualBox, VMware, Hyper-V)
  • Computer networking/troubleshooting experience
  • Fundamental understanding of computer operating systems, including Windows, Mac, and Linux
  • Information Technology & Networking-related certifications (MCSA, MCSE, A+, Network+, CCNA, etc.)

Job Duties:

  • Provide customer service to our clients via screen-share/conference call and email; answer common questions about and troubleshoot issues relating to:
    • Vulnerability Scanner setup
    • Virtualization
    • TraceSecurity software & systems
  • Remotely diagnose and troubleshoot issues with clients’ virtual vulnerability scanners
    • Manage internally developed OpenVAS vulnerability scanner plugins and versions
    • Liaise with VM software vendor(s) to prove seamless customer support on third-party platform
  • Manage support tickets/work orders from start to finish with minimal supervision
    • Exhaustively document customer communication, attempted fixes, problem-solving in internal systems
    • Engage in process improvement by writing and updating workflows in internal wiki system

Compensation & Benefits:

  • Salary depends on experience
  • Medical, dental, vision, life
  • 401(k) program

Job Type: Full-Time

Located in Baton Rouge, LA

Email Colette Burke at hiring@tracesecurity.com with your resume.