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Working in a 24X7 Security Operations Center, the Security Services Team Specialist answers inbound phone calls, addresses customer emails, triages service requests, and provides day to day support for the neighboring teams within SecureWorks' Security Operations Team. Additional duties include, but are not limited to, assisting customers with issue resolution, updating customer records within a CRM ticketing system, escalating issues on the customer's behalf to members of the sales and operations organization, and performing routine technical tasks related to the management and monitoring of the services that a customer receives.
-Work in a shift-based schedule within a 24X7 Security operations Center- Beable to work a schedule that encompasses minimally working a weekend dayinaddition to being available during off-hours as required
-Take ownership of, triage, and update tickets generated by a CRM ticketingsystem
-Respond to inbound phone and electronic requests for technical assistancewithSecureWorks products
-Manage all customer situations in a professional and courteous businessmannerwith an emphasis on customer satisfaction. Assess and escalate tonext level asneeded
-Keep customers abreast of problem status, set clear expectations and provide timely follow-up to customers on a daily basis
-Meet service level agreements regarding response time and customernotification as it pertains to SecureWorks' Managed Security Services
-Respond to customer requests for assistance on the SecureWorks portalin a timely manner
-Document all communications with customers and intradepartmentalconstituentsrelated to outstanding technical issues in order to escalate to next level
-Utilize internal guidelines for effective call processing and escalation ofreportedproblems
-Remotely assist with basic technical support related the management andmonitoring of customer security devices; this support will include, but not belimited to, assisting customers with the replacement of defective securitydevices, setting up read-only accounts to 3rd party management consoles,modifying customer portal account views, etc.
-Generate and update technical documentation as required.
-Demonstrate excellent communication and customer care skills bydocumenting all analysis work performed. Manage, participate in, or directly work on any additional projects,assignments, or initiatives assigned by management
As a managed security provider, SecureWorks expects its employees to understand and apply commonly known security practices and possess a working knowledge of applicable industry controls such as NIST 800-53. 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.
-4-6 years of relevant experience or equivalent combination of education andworkexperience; undergraduate degree and 0-2 years of relevant experience
-Excellent written and verbal communication skills, time management and organizational skills
-Basic understanding of intrusion detection, firewall operations, and other
general security practices, Unix/Linux OS and computer network fundamentals
-Working knowledge/experience of network systems, security principles, and applications
-Knowledge of client service principles and commitment to client service
-Knowledge of general software and internet applications
-Experience with a software company or 'security' specific previous role
Providence, RI; Lisle, IL; or Atlanta, GA
SecureWorks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. SecureWorks encourages applicants of all ages.
Job Family: Product Services
Job ID: R18849
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