Technical Customer Support Associate (Cybersecurity, networking and Microsoft experience essential)

Technical Customer Support Associate

The legends in customer support

We are looking for a highly motivated Associate Technical Support Engineer to join our global support team, and provide first-line technical support to customers using Mimecast products. In this role, you will be responsible for promptly responding to customer queries and troubleshooting technical issues via phone and email. Your primary objective will be to identify and resolve customer problems by analyzing symptoms, diagnosing root causes, and implementing solutions using best practices

What you'll do

• Provide first-line technical support to customers using Mimecast products, ensuring timely and effective issue resolution. 
• Respond to customer inquiries and troubleshoot technical issues via phone or email, providing clear and concise explanations and instructions. 
• Analyze symptoms, diagnose root causes, and implement solutions using best 
• practices to resolve customer problems. 
• Escalate complex technical issues to higher-level support or development teams as needed, ensuring timely resolution. 
• Follow standard operating procedures for issue resolution, documenting customer interactions and solutions in a ticketing system. 
• Stay up to date with product knowledge and new features to effectively assist 
• customers and provide accurate information. 
• Provide customers with links to relevant Knowledge Base articles to help them better understand and resolve their issues. 
• Contribute to the refinement of knowledge base articles, FAQs, and user guides to enhance self-help resources for customers. 

What you'll bring

• Experience in a customer focused role and a customer-focused attitude. 
• Experience of working in a fast-paced environment 
• Good communication skills both over the phone and via e-mail 
• Self-motivation and team player skills 
• Experience with administration and support of Active Directory, Azure, Google 
• Directory is beneficial. 
• An understanding of internet fundamentals, network routing, and e-mail delivery 
• Excellent verbal and written communication skills that can be used to explain complex technical topics in a clear and straight forward manner 
• Detail oriented individual that enjoys the challenge of technical troubleshooting

What we bring

We are Mimecasters. And we are alive with purpose.

We do what we need to protect the world of business from getting important (and potentially compromising) data stolen. We never leave anyone behind. We deliver quickly – and outstandingly. We’re big on honesty because it makes us better. We’re empowered by our mission. And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare. That’s The Mimecast Way.

DEI Statement

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.

Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.