know what SASE (Secure Access Service Edge) is, Google it now. What we
envisioned already 5 years ago is now being formally endorsed by Gartner as
the future of network and security.
We are looking for an experienced Support Operations and Services Specialist
to join our team!
The ideal candidate has experience in Vendor Support oriented services and
support teams to provide those services. Someone who is interested in working
in a fast-paced growing startup, in an agile method workplace with a love for
new ideas and willingness to speak up.
This is your opportunity to get on the rocket ship, and join a company that is
building a cutting-edge enterprise network and security cloud platform, and is
on a fast track to become the worldwide market leader – don't miss it!
Responsibilities:
* Design and Develop Services for Cato Customers leveraging existing Cato Services or additional solutions based on service needs.
* Scope and Drive Product enhancements based on Service requirements with the Product Team and Cato Management.
* Work with Management and Outsourcers to develop personnel and resources to provide Designed Services including all stages of the hiring process, Training including onboarding and everboarding, Policy and Procedures around Playbook development, and implementation in 3rd party apps (Zendesk, Aircall).
* Work with Marketing and Sales teams to develop collateral around Services
* Develop relationships with field stakeholders to review Service implementation, follow up on feedback, and guide future service development
* Coordinate with Regional and Global Support managers to understand policy gaps or problems and develop solutions.
* Maintain and Customize existing workflows in Support CRM and additional third-party tools (Zendesk, Aircall, Zoom, Slack).
* Drive Internal Cato relationships for Cato Support to monitor and develop policies, procedures, and solutions to facilitate Cato Customer Support
* Develop custom solutions to solve system limitations or provide customizations and automation to Cato Support Tools to deliver on support needs.
Requirements:
* At least 3 years of experience in Technical SupportServicesQuality Assurance organization, preferably from SecurityNetworking companies- is a must.
* Experienced in leading customer-facing teams – is an advantage.
* Outstanding written and verbal communication skills to convey complex information to customers clearly and concisely; experience presenting to C-level executives at large companies.
* Tangible evidence of delivering service and process improvements.
* Able to develop effective relationships internally at various levels and work closely with commercial departments such as sales and product management.
* Ability to achieve results by working cross-functionally with sales, marketing, and product teams.
* Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous projects.
* Ability to work with a globally dispersed, cross-cultural team
