Cyber professionals make a real-world impact by developing unique solutions in a dynamic industry. You can make an impact by joining our team at SBS Cybersecurity. We're seeking a full-time, fully remote Software Support Technician to provide exceptional support for both our internal and external clients utilizing our proprietary software(s) and reseller applications.

Why Choose SBS?

Are you interested in an exciting opportunity to work for an innovative company with a people-focused, collaborative culture in the booming cybersecurity industry? If so, then we want to talk to you! SBS CyberSecurity, LLC (SBS) is a premier cybersecurity consulting and audit firm focused on assisting organizations to achieve and maintain a proactive cybersecurity mindset. We strongly believe our people are our number one asset and strive to provide an enjoyable working environment where employees feel supported, valued, and challenged.

• Join SBS CyberSecurity and you will:
• Be part of a company that makes its culture a priority.
• Enjoy a flexible and family-friendly environment with the benefit of working from home.
• Receive competitive wages and an excellent benefits package with many premiums paid for by the company.
• Be encouraged to continue growing in your profession with reimbursement for industry certifications and education.
• Work with a team that lives out our core values of passion, compassion, desire, innovation, integrity, and empowerment when interacting with customers and each other.

• World Class Service for our Clients:
  • Provide timely responses and resolutions for client inquiries received via phone, ticketing system and/or live chat requests.
  • Provide world class service by exceeding client expectations.
  • Respond timely to email, telephone, live chat support requests.
  • Determine minimal use-case to recreate, and solve issues, if possible, or provide concise details to Development Team for further analysis and resolution.
  • Consistently apply deductive problem-solving skills to investigate and solve a broad range of situations.
  • Proactively call clients, as needed, ensuring world class service.
• SBSs Product and Process Improvement:
  • Analyze each support request for root cause, determine if the issue could be prevented by changes in the software or business processes, and outline change recommendations.
  • Update and create online knowledgebase articles to reduce support requests.
  • Maintain data integrity within and between the various systems used in support of the business.
  • Capture details of each support request in SBSs ticketing system.
  • Create and update current and new department processes.
• Liaison Between Users and Development Team:
  • Participate in testing fixes provided by Software Development Team within the various environments (Staging, Production, etc.) as well as confirm client satisfaction, where applicable.
  • Development Team and confirm client satisfaction, where applicable.
  • Collaborate closely with Development Team to ensure SBSs software is more intuitive, easier to deploy and easier to support.
• Assist the SBS Sales Team:
  • Provide pre-sales technical support, as needed.
  • Recognize end-users needs for additional products and services.

• Associate degree, or minimum of 2 years of college, required. Bachelor's degree preferred.
• One to two years technical related experience in a fast paced, collaborative client services team environment.
• Working knowledge of Microsoft Office products.
• Proficiency in English.
• Banking experience is a plus.

Other Duties

The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Accordingly, the employee will be expected to perform other duties as assigned. This job description is subject to change at any time.