Customer Support Representative

Location UK / Belfast

Job Type Permanent full-time

Salary Not disclosed

Updated 3 days ago

Reference 1404368

 Job Description

Proofpoint are looking for an experienced Customer Support Representative responsible to provide superior customer service in our Support Team based in Belfast.

Company Overview

At Proofpoint, we have a passion for protecting people, data, and brands from today’s advanced threats and compliance risks. We hire the best people in the business to:

  • Build and enhance our proven security platform
  • Blend innovation and speed in a constantly evolving cloud architecture
  • Analyze new threats and offer deep insight through data-driven intel
  • Collaborate with customers to help solve their toughest security challenges

We are singularly devoted to helping our customers protect what matters most. That’s why we’re a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

The Role

In our Customer Support team, we take pride in delighting and empowering our customers by providing superior customer service and believe a friendly & helpful personality teamed with technical acumen are the keys to success.

As our customer-base continues to grow and our technology solutions are constantly updated, we strive to work efficiently & effectively in a fast-paced, rapidly changing environment. That means we also need to be excellent at multi-tasking and prioritizing.

As part of a quickly expanding Support team, candidates have the opportunity to become Subject MatterExperts for our products. We value someone who can learn independently and quickly. We also believe it’s important to have demonstrated the ability to work independently or part of a team. While most of the work we do is independent, we work as a team to meet the needs of all our customers using collaborative techniques with others on the team.

Your day-to-day

  • Ensure high quality customer service and technical troubleshooting to both internal and external customers
  • Proactively research and integrate product changes into daily support process
  • Maintain a consultative approach to customer support and program implementation
  • Act as an intermediary between customers & internal teams to resolve escalated & technical issues
  • Maintain the customer-facing knowledge-based documentation
  • Perform other duties as assigned           

What you bring to the team

  • Bachelor’s degree in a technology-related program, or an equivalent combination of education and work experience
  • Previous experience in a customer support role required, preferably supporting a SaaS product
  • Experience troubleshooting browsers, networks, and general HTML is an added bonus
  • Must enjoy the rewards and challenges of a large dynamic, collaborative group
  • Adaptive skills, learns quickly, asks questions, and solves and resolves independently
  • High energy, confident, and enthusiastic attitude
  • Demonstrate innate customer care with strong verbal and written communication skills
  • Demonstrate smart decision making with attention to detail
  • Ability to identify resources and achieve exceptional customer satisfaction
  • Flexibility, with the ability to work an early workday starting at 7am

Why Proofpoint

As a customer focused and driven-to-win organization with leading edge products, there are many exciting reasons to join the Proofpoint team. We believe in hiring the best the brightest and cultivating a culture of collaboration and appreciation. As we continue to grow and expand globally, we understand that hiring the right people and treating them well is key to our success! We are a multi-national company with locations in 10 countries, with each location contributing to Proofpoint’s amazing culture!