Intern, Cybersecurity

日本アバカス株式会社; United States; Hybrid; USD 45,000 - 65,000; Full time

Job summary

日本アバカス株式会社 is seeking a dedicated Customer Service Associate to join our Cybersecurity Services Delivery Team. The role emphasizes clear communication, technical aptitude, and a customer-focused mindset.

You'll serve as primary contact for assigned accounts, escalate complex questions, review security reports, collaborate with internal teams, and contribute to continuous improvement while delivering high-quality support on a hybrid schedule.

Qualifications

• 1-3 years of Customer Service Experience in IT or cybersecurity preferred.
• CompTIA Security+ or related IT/cybersecurity certs are a plus.
• Must be available to work 8am-5pm EST Monday–Friday.
• Hybrid office work attendance required.

Responsibilities

• Serve as the primary point of contact for assigned customer accounts, including inquiries and scheduling.
• Escalate complex technical customer questions to appropriate teams and ensure follow-up.
• Maintain detailed and accurate records of customer interactions and issues.
• Assist with reviewing Penetration Testing and Cybersecurity Risk Assessment Reports before customer delivery.
• Collaborate with internal teams including Client Technology Management and Centralized Hosting Management.
• Participate in training to stay current with industry trends and best practices.
• Deliver high levels of customer satisfaction by providing quality support, solutions, and value.
• Handle concerns with empathy and professionalism to achieve customer satisfaction.
• Contribute to development and improvement of customer service procedures and standards.

Skills

Customer service

Cybersecurity basics

Communication

Problem solving

Time management

Multichannel support

Documentation

Empathy

Tools

Microsoft 365 Suite

Job description

Job Summary:

We are looking for a dedicated and enthusiastic Customer Service Associate to join our Cybersecurity Services Delivery Team. The ideal candidate will have excellent communication skills, technical aptitude, and a passion for delivering exceptional customer service. This position offers an opportunity to work in a dynamic and supportive environment, with opportunities for professional growth and development.

Responsibilities:

• Serve as the primary point of contact for assigned customer accounts This includes addressing inquiries, scheduling meetings and proactive communication in a timely and professional manner.
• Escalate complex technical customer questions to appropriate teams, ensuring thorough follow-up and communication with the customer.
• Maintain detailed and accurate records of customer interactions & issues
• Assist with reviewing Penetration Testing and Cybersecurity Risk Assessment Reports prior to customer delivery
• Collaborate with internal teams including Client Technology Management, Centralized Hosting Management
• Participate in continuous training and development to stay current with industry trends, technologies, and best practices.
• Ensure high levels of customer satisfaction by delivering quality support, solutions, and value in every interaction.
• Handle customer concerns with empathy and professionalism, aiming to resolve issues to the customer’s satisfaction.
• Contribute to the development and improvement of customer service procedures, policies, and standards
• Assist with reviewing Penetration Testing and Cybersecurity Risk Assessment Reports prior to customer deliver

Skills:

• Proven experience in a customer service role, preferably within an IT or cybersecurity environment.
• Strong understanding of cybersecurity fundamentals: principles & best practices
• Excellent verbal and written communication skills with the ability to explain complex security concepts to non-technical users.
• Exceptional problem-solving skills with a proactive approach to identifying and mitigating possible customer concerns
• Ability to manage time and assigned tasks independently while also collaborating as part of a team in a fast-paced environment.
• Proficiency with Microsoft 365 Suite(Ex. Word, Excel, Powerpoint)
• Ability to multitask and manage multi-channel communication with customers and internal teams.
• Critical and creative thinking to strategize how to add value to customer engagements and improve processes
• Exceptional spelling and grammar skills for writing and proofreading documents.
• Ability to remain flexible as processes continuously improve.

Qualifications:

• 1-3 years of Customer Service Experience required (within IT or Cybersecurity-related field preferred)
• CompTIA Security+ or other related IT or Cybersecurity Certifications are a plus
• Must be available to work 8am-5pm EST Monday-Friday
• Ability to commute to office on a hybrid basis