Technical Support Representative
- London
- Permanent
- Full-time
We are the leader in human-centric cybersecurity. Half a million customers, including 87 of the Fortune 100, rely on Proofpoint to protect their organizations. We’re driven by a mission to stay ahead of bad actors and safeguard the digital world. Join us in our pursuit to defend data and protect people.How We Work:
At Proofpoint, you’ll be part of a global team that breaks barriers to redefine cybersecurity, guided by our BRAVE core values: Bold in how we dream and innovate, Responsive to feedback, challenges, and opportunities, Accountable for results and best-in-class outcomes, Visionary in future-focused problem-solving, Exceptional in execution and impact.Company overviewProofpoint is one of the fastest growing publicly listed cyber security firms globally (multiple Gartner MQ and Forrester Wave leader), protecting Social Media, Cloud applications, mobile apps and Email channels.People are at the heart of our award-winning line-up of cybersecurity solutions, and the people who work here are the key to our success. We’re customer-focused, collaborative and committed to excellence. Through a culture of diversity, honesty and initiative, we deliver meaningful innovation that helps manage today’s biggest threats.The RoleIn our Customer Support team, we take pride in delighting and empowering our customers by providing superior customer service and believe a friendly & helpful personality teamed with technical acumen are the keys to success.As our customer-base continues to grow and our technology solutions are constantly updated, we strive to work efficiently & effectively in a fast-paced, rapidly changing environment. That means we also need to be excellent at multi-tasking and prioritizing.As part of a quickly expanding Support team, candidates have the opportunity to become Subject Matter Experts for our products. We value someone who can learn independently and quickly. We also believe it’s important to have demonstrated the ability to work independently or part of a team. While most of the work we do is independent, we work as a team to meet the needs of all our customers using collaborative techniques with others on the team.Your day-to-day
- Ensure high quality customer service and technical troubleshooting to both internal and external customers
- Proactively research and integrate product changes into daily support process
- Maintain a consultative approach to customer support and program implementation
- Act as an intermediary between customers & internal teams to resolve escalated & technical issues
- Maintain the customer-facing knowledge-based documentation
- Perform other duties as assigned
- Previous work experience in a customer support role required, preferably supporting a SaaS product
- Experience troubleshooting browsers, networks, and general HTML is an added bonus
- Must enjoy the rewards and challenges of a large dynamic, collaborative group
- Adaptive skills, learns quickly, asks questions, and solves and resolves independently
- High energy, confident, and enthusiastic attitude
- Demonstrate innate customer care with strong verbal and written communication skills
- Demonstrate smart decision making with attention to detail
- Ability to identify resources and achieve exceptional customer satisfaction
- Flexibility, with the ability to work an early workday starting at 7am if requested
- Competitive compensation
- Comprehensive benefits
- Learning & Development: We are committed to the growth and development of our team members, offering a range of programs including leadership and professional development workshops, stretch project assignments, and mentoring opportunities to help employees reach their full potential.
- Flexible work environment: [Remote options, hybrid schedules, flexible hours, etc.].
- Annual wellness and community outreach days
- Always on recognition for your contributions
- Global collaboration and networking opportunities