Job Description

Secureworks\xc2\xae (NASDAQ: SCWX) is a technology-driven cybersecurity leader that protects organizations in the digitally connected world. Built on proprietary technologies and world-class threat intelligence, our applications and solutions help prevent, detect, and respond to cyber threats. We understand complex security environments and are passionate about simplifying security with Defense in Concert\xe2\x84\xa2 so that security becomes a business enabler. More than 4,000 customers across over 50 countries are protected by Secureworks, benefit from our network effect and are Collectively Smarter. Exponentially Safer.\xe2\x84\xa2

We enjoy competitive compensation and benefits packages, and reward and recognize our employees for exceptional results. A constant focus on continued learning and growth keeps our team members engaged and excited about \xe2\x80\x9cwhat\xe2\x80\x99s next.\xe2\x80\x9d We offer flexible work options when available, and emphasize the importance of work-life balance. We know that when our people are rewarded, recognized, and rejuvenated, we win as a team.

Role Overview

This role provides proactive renewal management and customer touchpoints for our Secureworks customers around the globe. This includes regular quarterly and annual touch points as well as event-driven contact (e.g., updates, maintenance, etc.,).

Additional duties include, but are not limited to, following up on previous escalation to ensure that the issue is resolved, update and maintain the status of the issue within multiple systems and perform routine tasks related to the Client Success organization.

Role Responsibilities

• Work in a shift-based schedule to main support between 2PM IST \xe2\x80\x93 11PM IST
• Self-motivated, team-oriented, accountable, and focused on exceeding customer expectations
• Provide support to customers globally that are having satisfaction, operational and/or other issues using excellent communication and client service skills
• Meet all internal service level objectives that pertain to the Customer Success organization

• Follow established business processes and create/maintain any Customer Success Specialist documentation as appropriate
• Be able to understand complex security and/or operational request and quickly identify which internal team is able to remediate and resolve
• Create and triage escalation tickets using multiple customer relation management tools
• Have a core understanding of all of the products and services that SCWX offers
• Accountable to follow up on prior escalations to ensure that the issue has been resolved and/or is still in progress to fix/resolve
• Interact with internal teams to further understand the nature escalation prior to triaging and/or addressing the issue
• Must obtain a high aptitude to work in a fast pace environment while still maintaining the same level of quality client service

As a managed security provider, Secureworks expects its employees to understand and apply commonly known security practices and possess a working knowledge of cybersecurity concepts. Employees will be expected to acknowledge their security responsibilities in writing prior to gaining access to company systems. Employees will be required to maintain a working knowledge of local security policies and execute general controls as assigned.

Qualifications

2-5 years of relevant experience in or equivalent combination of education and work experience; undergraduate degree and 0-2 years of relevant experience

Requirements

-Experience in Customer Success management or Customer service management.

-Excellent written and verbal communication skills, time management and organizational skills

-Basic understanding of security operations and general security practices

-Working Knowledge of IT Operations

-Working knowledge of CRMs and ticketing systems

-Knowledge of client service principles and commitment to client service

-Knowledge of general software and internet applications

Preferences

-Experience with a software company or \xe2\x80\x98security\xe2\x80\x99 specific previous role

-ITIL Foundation Course Certification

Secureworks (A Dell Technologies Company) is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Secureworks are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Secureworks will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Secureworks .

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