Product Support Specialist

About Black Kite

Black Kite stands as the foremost provider of third-party cyber risk intelligence worldwide, serving over 3,000 organizations. The company delivers continuous, external insights into entire vendor ecosystems by translating complex cyber, financial, and compliance data into straightforward, actionable risk intelligence.

Beyond conventional cyber rating standards, Black Kite empowers organizations to make informed risk decisions, enhance business resilience, and expand third-party cyber risk management in today's complex digital landscape. Their excellence has been consistently acknowledged by clients and industry experts.

About The Role

As a Product Support Specialist, you will act as the initial point of contact and the key voice representing Black Kite’s product experience. This role involves becoming deeply knowledgeable about the platform, resolving customer issues efficiently, and fostering trust through every customer interaction. It offers a hands-on opportunity within a growing team with significant exposure to the operations of a leading third-party cyber risk management platform and chances for career advancement in cybersecurity.

Responsibilities

• Collaborate closely with the Product Support Specialist II and Manager, managing assigned tasks comprehensively.
• Provide timely, personalized, and high-quality support to customers through Zendesk and email communication channels.
• Achieve high customer satisfaction by delivering swift and thorough responses and solutions.
• Develop in-depth, practical knowledge of the Black Kite platform.
• Efficiently direct customers to appropriate internal teams to resolve issues promptly.
• Identify user difficulties and suggest product enhancements to improve platform usability.
• Maintain and update systems that monitor trends and team performance.
• Assist in managing and updating content on the Black Kite Product Help portal.

Requirements

• Between one and three years of experience providing support for SaaS products.
• One to three years with a background in customer service.
• Ability to work autonomously as well as collaboratively within a team environment.
• Basic understanding of fundamental cybersecurity concepts.
• A strong interest and curiosity in the field of cybersecurity.
• Excellent troubleshooting skills paired with clear communication to explain issues to clients.
• Exceptional attention to detail and consistent documentation discipline.
• Strong collaborative and organizational skills.
• Proficient in both written and oral communication.

Compensation and Benefits

The base annual salary for this position ranges from $60,000 to $75,000, reflecting broad market rates across the United States. Compensation goes beyond base salary and includes a comprehensive rewards program featuring performance bonuses, equity options, flexible healthcare plans, paid time off, and retirement savings plans. Actual pay considers qualifications, experience, and position particulars.