ActZero is a well-funded cybersecurity company entering hyper-growth mode. Our market leading, award-winning offering is a Managed Detection and Response (MDR) service that combines cybersecurity experts with sophisticated AI technology to protect our customers' networks, clients, employees, and brands.
We're a team of diverse and creative operators, scientists, marketers, and engineers with a passion for cybersecurity. Our team has led cybersecurity at the White House, developed AI at MIT, built cloud services at Capital One, and directed product for DARPA's Foundational Cyber Warfare Program.
As a Customer Support Analyst, reporting to our Customer Experience Manager, you will be at the forefront of ensuring a world-class level of customer support. You will manage customer escalations and troubleshooting of technical issues, build processes allowing for clearer and more efficient communication and be responsible for increased customer satisfaction. This role, while remote, is only available to candidates residing in Canada (any province except Quebec).
We're a fast-growing team with multiple rounds of substantial funding, and multiple years of runway ahead, led by Point72 Hyperscale. We believe in doing the best work of our careers in a collaborative environment supported by work-life balance, great benefits, a stable work environment, and building a culture led by our values.
Work with our product and engineering teams to address customer needs and feedback, increasing customer retention
Respond to customer queries in a timely and accurate way, increasing customer satisfaction and trust in our products and services
Identify customer needs and help customers use specific features
Analyze and troubleshoot product malfunctions
Follow up with customers to ensure their technical issues are resolved
Have 1+ years of experience in Technical Customer Support
Have experience with windows software installation and basic troubleshooting
Are a creative problem solver with excellent communication and multi-tasking skills
Thrive in an environment where we overcome ambiguous issues proactively as a team and with a continuous improvement mindset
Are a motivated, independent and thoughtful self-starter, ready to make an impact on the ActZero team from culture to customer with an empathetic approach to collaboration and communication
ActZero offers no cost health care coverage through a healthcare spending account, prescription medication coverage (the first $3500 is covered at 80% anything over and above that is covered at 100%) no cost life insurance and long term disability coverage. You will also receive stipends for wellness and internet service and unlimited PTO (that you are actively encouraged to use!)
Our interview process involves 3 rounds: a conversation about your background, a hard skills/technical assessment, and a set of behavioral interviews based around our values that gives you an opportunity to speak to people from across the company. We strive for diversity of thought and backgrounds at ActZero, and encourage all people who hit the above requirements to apply.
ActZero is building the most effective AI-powered MDR. We foster a culture centered upon our customers and rooted in mutual trust and committed to execution, where we continuously learn and improve, like the AI systems we develop. Founded in 2019, ActZero is backed by Point72 Ventures, a global venture capital firm led by a diverse set of domain experts with the capital to support rounds through all stages of company growth.
ActZero is committed to inclusion and diversity in both our workplaces and our communities and are an Equal Opportunity Employer. We understand that different perspectives are integral to having the best environment for our employees and product for our customers. As such, applicants will be screened, hired, retained, and promoted without regard to their gender, sexual orientation, race, class, neurodiversity, physical or mental disability, national origin, or any other status covered by local or federal laws. We do not utilize any automated decision making in our interview process.
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