Customer Support Administrator Jobs

About NINJIO

NINJIO is a cybersecurity awareness training company that empowers individuals and organizations to become defenders against cyber threats. The Company offers engaging, 3 to 4-minute Hollywood-style micro-learning videos that teach organizations, employees and families about cybersecurity, breaches, and easily avoidable threats. Combining the Company’s award-winning training with NINJIO PHISH, a natively integrated phishing simulator that allows customers to test and quantify human vulnerability safely and proactively, gives the organizations that NINJIO serves a feature-rich Cybersecurity Awareness Solution.

Position Description

We are looking for a Client Support Admin who is comfortable and excited about providing our clients with exceptional customer service. Supporting external clients through email, phone, and video chat. This candidate will need to be tech savvy, reliable, organized, detail oriented, and a quick learner.

Reporting to the Service Delivery Director, this position will be responsible for responding to and handling a broad range of issues regarding NINJIO’s platform and software products.

Essential Functions:

• Meet service level requirements/goals by monitoring calls in queue and responding to and managing support tickets in timely manner.
• Provide guidance to clients regarding updates, changes and any issues that need immediate attention.
• Demonstrate commitment to high standards of service, exceeding customer expectations and leading by example.
• Provide feedback from clients to the team; work to resolve any issues or suggestions.
• Work with our security awareness training and content delivery platforms.
• Onboard new clients.
• Promptly analyze and address client issues to ensure effective and long-term problem resolution.
• Perform "kick off" calls with new clients.
• Escalate issues that become more complex or lead to disputes.
• Provide a Managed Services experience for our clients. Executing on standardized and bespoke services on behalf of our clients to meet their service needs when it comes to their subscription with NINJIO.
• Performing staging efforts by preparing our content to be delivered to clients across various platforms.

Experience:

• High School Diploma/GED required, Bachelor’s degree a plus.
• Knowledge of various applications (SaaS)and software (i.e., Microsoft Teams, Zoom, Microsoft Office).
• 2+ years’ experience in customer service (in any industry).
• Experience working with people at different levels.

Skills and Abilities:

• Ability to adapt to a fast-paced contact center-like environment.
• Excellent work ethic and mindset of doing whatever it takes to get the job done.
• Must be detail oriented and very organized.
• Strong drive to succeed, self-motivated and desire to grow in their career.
• Excellent written and verbal communication skills.
• Must be able to multitask, prioritize and meet deadlines.
• Ability to communicate professionally as a representative of NINJIO in support of our clients.
• Strong customer service skills. Ability to remain calm and composed when dealing with challenging and highly charged situations.
• High integrity, with a collaborative approach to problem-solving.
• Must be able to function both independently and in a collaborative team environment.

Required Competencies:

• Customer Service
• Perseverance
• Problem Solving
• Excellent Communication

Benefits You Will Receive:

• Company paid lunch
• 401K
• Health Insurance subsidy for you and your dependents
• Casual office
• Free parking
• Paid Time Off
• Free snacks and drinks

Pay Range: $23-25

This role will be mainly in our Westlake Village, CA office. We do offer hybrid work options if applicable to the role.