Job Description:

We are seeking a dynamic and customer-focused individual to join our team as a Product Specialist. In this role, you will be responsible for providing technical and customer support to our clients, serving as a liaison between our customers and our internal teams. As a Product Specialist at CloudSEK, you will play a vital role in ensuring customer satisfaction, resolving technical issues, and delivering an exceptional customer experience. A background in cybersecurity is an added advantage, as you will be working with our cutting-edge cyber security products and services.

Responsibilities:

Serve as the primary point of contact for our customers, understanding their needs and providing technical and product support.

Conduct product demonstrations and training sessions to educate clients on the features, functionalities, and best practices of our cyber security products.

Collaborate with cross-functional teams, including sales, engineering, and product management, to address customer inquiries, resolve technical issues, and provide timely solutions.

Investigate and troubleshoot customer-reported issues, escalating to the appropriate teams when necessary, and ensuring prompt resolution.

Continuously enhance product knowledge and stay updated with the latest industry trends, cyber threats, and technological advancements to effectively support customers.

Assist in the creation and maintenance of customer support documentation, including FAQs, knowledge base articles, and troubleshooting guides.

Collaborate with the product management team to gather customer feedback and insights, and provide recommendations for product enhancements and improvements.

Develop strong relationships with customers, understanding their business objectives, and providing tailored solutions and guidance.

Contribute to the growth and expansion of CloudSEK by identifying upselling and cross-selling opportunities within existing customer accounts.

Qualifications:

Previous experience in a client-facing role, preferably in technical or customer support.

Strong communication and interpersonal skills, with the ability to build rapport and effectively communicate technical concepts to both technical and non-technical audiences.

Knowledge of cybersecurity concepts and exposure to cyber threat landscape is a strong advantage.

Familiarity with cyber security products, including SIEM, threat intelligence, vulnerability management, or security analytics, is highly desirable.

Problem-solving skills and ability to troubleshoot technical issues with a logical and systematic approach.

Strong organizational skills, with the ability to manage multiple priorities and work under pressure in a fast-paced environment.

Customer-centric mindset, with a passion for delivering exceptional customer service and ensuring customer success.

Ability to work independently as well as collaboratively in a cross-functional team.

Willingness to work on a rotating shift schedule, including 24/7 coverage, to ensure seamless operation and support for our global customer base.