Customer Support Associate

2024-07-14 | Mimecast | Lexington | Massachusetts | United States

Perks & Benefits:

Location:

Lexington, MA 02421

Location: Lexington, MA USA; Hybrid (in-office Tuesday-Thursday)

The Customer Support Associate role is based within the Service Delivery team at Mimecast. We're looking for an exceptional customer centric person with a solid customer service/support background and sharp troubleshooting skills to provide support for the Mimecast Platform to IT Administrators as well as account-based support to standard business contacts and Partners. We provide 6-8 weeks of job specific training to ensure you're enabled to do what you do best every day!

Are you...

Interested to join a high performing company and team, with a focus on quality, accuracy, and responsiveness?
Looking to grow a diverse skill set focused on both Technical and Account Customer Service?
Managing a variety of support tasks and engaging with customers?
Always thriving to improve everything you do?
Someone who takes pride in scaling things up?
Excited by the idea of making Mimecast even faster, more reliable, and more available?
Able to collaborate with high performance individuals in other areas of business?

If this sounds like you, then please read on...

What You'll Do

Address both technical and account related questions and concerns via telephone and by written response to provide support to our worldwide customer base.
Identify inbound customer support phone calls that can be quickly resolved and ensure quick escalation to senior/specialist teams as required.
Act as a consultant to our customers and users to teach best practices and make sure they can take full advantage of everything we have to offer.
Maintain detailed and accurate case history while managing your personal queue of cases and following up as necessary with customers and internal staff.
Engage with customers to follow-up on surveys and other feedback to ensure timely resolution of issues and identify areas for improvement.
Liase with other teams within Mimecast to ensure the completion of various tasks and projects necessary to addressing a customer’s request or concern.

What You'll Bring

Minimum 1 year of service/support-related experience in a high-volume call center environment.
Demonstrated enthusiasm for providing quality service in a professional environment.
Ability to thrive in a dynamic, team environment while remaining knowledgeable of our evolving industry.
Ability to ask prying questions and diffuse tense situations.
Aptitude for technology.
Creative and curious troubleshooter.
Excellent verbal and written communication skills that can be used to explain technical concepts and complex account support processes to customers in understandable terms.
Detail oriented individual that enjoys the challenge of a fast-paced environment.

What we bring

At Mimecast, we offer more than just a job; we provide a pathway to a rewarding and fulfilling career. Joining our team means gaining access to a vibrant workplace culture that fosters innovation, collaboration, and continuous learning. With opportunities for professional growth and development, along with a supportive environment that values diversity and inclusivity, Mimecast empowers individuals to thrive and make a meaningful impact in the rapidly evolving world of cybersecurity and cloud technology.

#LI-ND1

DEI Statement

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.

If you require any adjustments or accommodations due to a disability, or any other reason that may help you in your interview process, please let us know by emailing [email protected].

Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.

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