The Customer Support Specialist provides technical support via chat and email, ensuring high customer satisfaction and maintaining product knowledge to resolve inquiries and escalate issues as needed.
Description
Teramind is a hybrid, global workforce building the next-generation Insider Risk Management and User Behavior Analytics platform.
Join our team of innovators who are redefining insider risk management through cutting-edge technology. More than 10,000 organizations across the globe use Teramind to mitigate insider threats and protect their sensitive company data with the most robust, enterprise-grade software on the market.
As a global team, Teramind embraces an inclusive and flexible work environment and team culture. We win together, learn from each other and respect each other while delivering best-in-class security solutions.
About the role
Teramind is currently seeking a Customer Support Specialist to join our Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. The Customer Support Specialist will be responsible for maintaining positive customer relations and satisfaction by providing service via chat, and email, and working with the rest of the teams. The CSS operates at the intersection of product functionality and plays an integral role in maintaining our top-level product experience standard. This person will be the first line of contact through chat/email with our customers during their shift- Monday to Friday from 12 to 8 PM EST.
Responsibilities
Provide technical support to our customers
Maintain high customer satisfaction while managing operational expectations
Become a product expert and maintain a deep understanding of product functionality
Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies. Identify trends in support requests to help create long-term solutions.
About Us
At Teramind, we're pioneering a predictive, AI-driven approach to safeguarding organizations' people, data, and operations. As a global leader in user behavior analytics, insider risk management, and workforce intelligence, we empower businesses to transform data into a strategic asset - delivering clear visibility, control, and proactive protection across digital environments.
We're open to hiring in just about every country in the world! Feel free to apply even if you don't live in the country listed in the job description.
Benefits
This is a remote job. Work from anywhere! We’ve been thriving as a fully-remote team since 2014. To us, remote work means flexibility and having truly diverse, global teams.
Additionally:
• Competitive compensation
• Flexible paid time off
• Laptop reimbursement
• Ongoing training, development, and career growth opportunities
• We use an open stack of technologies, so you have the chance to learn and evolve
• High complexity of problems to solve, with active feature development - not just bugs & refactoring
• Collaboration with a forward-thinking team where new ideas come to life, experience is valued, and talent is incubated. You can make an impact quickly.
About our recruitment process
We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story. You can expect up to 3 interviews, including a live coding component. In some scenarios, we’re able to streamline the process to have minimal rounds. Director-level roles and above should expect a more thorough process, with multiple rounds of interviews.
All roles require reference and background checks
Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.
Top Skills
AI
Chat
Email
User Behavior Analytics
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