Job Description

You will be part of a new team on the front line, working with customers and internal teams to provide the best customer experience and support. Your role will be instrumental in ensuring our customers get the best experience from our platform while helping organizations to optimize their cyber workforce.

Your main responsibilities:

• Provide support & guidance to professionals across our customer base that use the Immersive Labs software
• Help customers navigate a variety of tools & features
• Maintain comprehensive knowledge of Immersive Labs to diagnose software issues, engaging with our product and engineering teams to solve more complex product issues
• Following up on customer enquiries to confirm resolution
• Work closely with teams across the organization in support of customers
• Respond to customer tickets in line with SLA

We offer an extensive range of benefits so you can do your very best work:

• Time off, flexible and remote working so you can work when is best for you, includes 25 days annual leave + volunteering days, birthday half day
• Look after your family and yourself with enhanced parental leave, mindfulness groups, critical illness cover, pension, health plan and more.
• Recognition & Rewards for doing great work and living our values and behaviors
• Informal or formal flexible working options, e.g. flexible start and finish times, reduced hours, job share, remote working
• We're a sociable, tight-knit team with monthly socials, sports clubs and quarterly parties. Our socials have included everything from pottery painting and paper mask making, to movie nights and escape rooms.

Required Knowledge, Skills, and Abilities

• Have demonstrated experience in customer service and are passionate about the customer experience
• Possess technical aptitude or familiarity with software concepts
• Ability to troubleshoot technical queries
• Problem solving skills
• Experience in a help-desk environment would be an advantage but not essential