Managed Security Specialist

Rightworks LLC; Nashua (NH); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading IT support firm is seeking a customer-focused individual for a remote position providing technical support for their Total Security and Managed Microsoft offerings. This role involves onboarding new subscribers, troubleshooting customer issues, and maintaining documentation. Ideal candidates will have over 2 years of customer service and 3 years of technical support experience, with a strong understanding of endpoint security. Competitive benefits include health coverage and a generous PTO policy.

Benefits

Company-paid short and long-term disability insurance

Life insurance

Generous 401K match

Affordable medical, dental, vision coverage

Paid volunteer time off

Qualifications

• 2+ years of experience in customer service.
• 3+ years of experience in technical support roles.
• Strong understanding of endpoint security.

Responsibilities

• Answer and troubleshoot inbound customer phone calls/emails.
• Onboarding new subscribers.
• Support and configuration of Microsoft 365 for customers.

Skills

Customer communication

Technical support

Documentation skills

Endpoint security

Education

MS-900 Certification

CompTIA Security+ certification

Job description

Overview

Rightworks offers the only intelligent cloud purpose built for accounting firms and professionals. Backed by award-winning support, our fully managed IT and applications ensure customers have secure, reliable, on-demand access to their technology. We provide a curated software ecosystem that simplifies the complexity of running an accounting firm or small business, supported by a community of thought leaders, peer networks, and educational resources. Our success is made possible by leveraging decades of specialized experience in leading accounting firms, SMBs and technology companies. Thousands of Firms and SMBs count on us to run their business every day.

We have a great team, we’re growing fast and have a winning culture based on innovation, teamwork, and mutual respect.

JobOverview

As part of the Managed Security Team, your primary responsibility is to provide world-class support for our suite of products bundled under the Total Security and Managed Microsoft offerings. You will be responsible for the onboarding and ongoing support of these products via phone and email.

This is a fully remote position.

Responsibilities

• Answer and troubleshoot inbound customer phone calls/emails.
• Onboarding new subscribers.
• Administration, support, and configuration of Microsoft 365 for new and existing customers.
• Author technical and procedural articles in the KB.
• Accurate documentation of interactions utilizing Salesforce.
• Monitoring open cases, along with following up with the appropriate team and/or customer to resolve them.
• Participate in any additional departmental projects or tasks assigned to you.
• Strive for first-call resolution, while providing any additional information to the customer to prevent callbacks.
• Meet or exceed management expectations for productivity and professionalism as measured by customer surveys and work reviews.
• Stay Current with IT technologies that pertain to the products and services offered by Rightworks.

Requirements

• Ability to communicate clearly, confidently, friendly, and professionally with our customers.
• 2+ years of experience in customer service.
• 3+ years of experience in technical support roles.
• Strong understanding of endpoint security.
• Strong documentation skills.
• MS-900 Certification (Preferred)
• CompTIA Security+ certification (Preferred)

Eligibility Requirements

• This role is open to US Citizens or permanent residents authorized to work in the United States. Rightworks LLC is unable to offer visa sponsorship.
• Due to specific state regulations, we are unable to accept applications from residents of California, Hawaii, or Alaska.
• Relocation will not be offered for this position.

Benefits

To provide best-in-class solutions, we need a best-in-class team. We offer competitive salaries to recruit the best talent. We provide company-paid short and long-term disability insurance, life insurance and a generous 401K match. We offer highly affordable medical, dental, vision coverage, and many other valuable benefits. We offer a generous PTO bank, and numerous paid holidays, affording you the time to be there for what is important in your life. We encourage giving back to our communities by providing paid volunteer time off. We are proud to be an Equal Opportunity Employer!

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the employer.