Technical Support Representative

Wombat Security Technologies - Pittsburgh, PA3.8

Full-timeEstimated: $52,000 - $68,000 a year
Wombat Security Technologies, a division of Proofpoint is seeking a Technical Support Representative to join our team at our Pittsburgh, PA office located in the Strip District.

Do you have a passion for educating customers on technology solutions?
Here in Wombat’s Customer Support team, we take pride in delighting & empowering our customers by providing superior customer service and believe a friendly & helpful personality teamed with technical acumen are the keys to success.

Do you have the need for speed?
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.

Ever spend time learning something new, just because you were curious?
As part of a quickly expanding Support team, we each have the opportunity to become Subject Matter Experts and Jacks (and Jills) of all Trades! We value someone who can learn independently and quickly.

Have a desire to work independently AND part of a team?
We also believe it’s important to have demonstrated the ability to work independently or part of a team. While most the work we do is independent, we work as a team to meet the needs of all of our customers using collaborative techniques with others on the team.
“What are the objectives and requirements of this position?”
Ensure high quality customer service and technical troubleshooting to both internal (Wombat Employees) and external customers (Administrators)
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-base documentation
Perform other duties as assigned
“But wait, what are the knowledge and skill requirements?”
Bachelor’s degree in a technology-related program, or an equivalent combination of education and work experience
At least two years of demonstrated success in customer support required, preferably supporting a SaaS product
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
Ability to work at the Pittsburgh office location in the Strip District
The company offers a competitive base salary and a full benefits package including Medical, Dental and Vision, paid vacation and holidays, 401(k) plan with employer match, life insurance, disability insurance and subsidized parking. Our office is located in the Strip District of Pittsburgh.

Wombat Security Technologies is an Equal Opportunity Employer (EOE).
Wombat uses E-Verify to confirm employment eligibility for all newly hired employees within the United States.