Privacy & Security Tech Support Specialist

BlackCloak, Inc.; United States; Remote; USD 55,000 - 70,000; Full time

Job summary

BlackCloak, Inc. is seeking a Technical Success Specialist to act as the first point of contact for clients via phone, video conference, and email, resolving technical questions and guiding privacy concerns.

You will enroll devices, coordinate with Security Operations and Product teams, and help educate clients while delivering memorable service. This entry point supports growth into cybersecurity roles.

Qualifications

• Around two years in technical support, customer success, or an IT help desk role, or a combination of these.
• Technical working knowledge of major operating systems, including Windows, macOS, iOS, and Android.
• Exceptional verbal and written communication, and the ability to resolve client issues by phone and email.
• Cybersecurity, privacy, identity theft, fraud, data breach, or risk and compliance experience is a plus, as is CompTIA ITF+, A+, or Network+.

Responsibilities

• Serve as the first point of contact for client questions, needs, and technical issues, and resolve them quickly.
• Manage tickets and ticket queues so every client issue is answered and resolved within our SLAs.
• Enroll clients’ computers and mobile devices onto the BlackCloak platform.
• Advise clients on privacy and identity theft matters, drawing on established best practices.
• Coordinate internal resources across Account Success and Cybersecurity to resolve complex client needs.
• Record every client interaction in our support and Client Success tools, and contribute to client education materials.
• Take part in knowledge transfer sessions and product training, and support client-facing initiatives and events.
• Work regular Saturdays and Sundays, and participate in on-call shifts for client support, including nights and holidays.

Skills

Technical support

Customer service

Verbal communication

Written communication

Windows

macOS

iOS

Android

Remote work

On-call

Tools

Ticketing systems

CRM

Knowledge base

Job description

BlackCloak, Inc. is seeking a Technical Success Specialist to act as the first point of contact for clients via phone, video conference, and email, resolving technical questions and guiding privacy concerns.

You will enroll devices, coordinate with Security Operations and Product teams, and help educate clients while delivering memorable service. This entry point supports growth into cybersecurity roles.