Technical Support Representative

It's fun to work in a company where people truly BELIEVE in what they're doing!We're committed to bringing passion and customer focus to the business.We are seeking a Technical Support Representative to join our team at our Pittsburgh, PA office located in the Strip District. In this role, you will be engaged in the current threat landscape in our security awareness training platform that helps our customers combat such threats. You will be a part of a team of amazing co-workers that share your passion for customer satisfaction. Your work environment will be both exciting and challenging as you work to provide answers and solutions to customers' inquires via phone, chat, video conference, and email. The environment and technologies will allow for growth through new challenges, which will provide opportunities to enrich your career.Do you have a passion for educating customers on technology solutions?  Here in Proofpoint's Customer Support team, we take pride in delighting & empowering our customers by providing superior customer service. We believe a friendly & helpful personality teamed with technical understanding is the key to success.Do you have the need for speed? As our customer base grows and our technology solutions are constantly updated, we strive to work efficiently & effectively in a fast-paced, rapidly changing environment. That means we also need to be excellent at multi-tasking and prioritizing to offer solutions to respond and resolve customer issues quickly.Ever spend time learning something new, just because you were curious?As part of a quickly expanding support team, we each can become subject matter experts and Jacks (and Jills) of all Trades! We value someone who can learn independently and quickly.Have a desire to work independently AND part of a team?We also believe it's important to have demonstrated to work independently or as part of a team. While most of the work we do is independent, we work as a team to meet the needs of all our customers using collaborative techniques with others on the team.Your day to dayEnsure high-quality customer service and technical troubleshooting to external customers (Administrators) and internal (Proofpoint Employees).Utilize various communication methods via phone, chat, video conference, and email to provide a customer-first support experience.Proactively research and integrate product changes into the daily support processMaintain a consultative approach to customer support and program implementationAct as an intermediary between customers & internal teams to resolve escalated & technical issuesMaintain the customer-facing knowledge-based documentationPerform other duties as assignedWhat you bring to the teamBachelor's degree in a technology-related program, or an equivalent combination of education and work experienceAt least two years of demonstrated success in customer support required, preferably supporting a SaaS productMust enjoy the rewards and challenges of a large dynamic, collaborative groupAdaptive skills learn quickly, asks questions, follow established procedures, and solves and resolves independentlyHigh energy, confidence, and enthusiastic attitudeDemonstrate innate customer care with strong verbal and written communication skillsDemonstrate intelligent decision making with attention to detailAchieve exceptional customer satisfaction through a customer-first mentality and desire to go above and beyond.If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!Consistent with Proofpoint values and applicable law, we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets as set out below. Pay within these ranges varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. The range provided may represent a candidate range and may not reflect the full range for an individual tenured employee. This role may be eligible for variable pay and/or equity. We offer a competitive benefits package that includes flexible time off, a robust well-being program that provides for 4 global wellbeing days per year, and a 3-week work from anywhere option.Base Pay Ranges:SF Bay Area, New York City Metro Area:Base Pay Range: 71,250.00 - 104,500.00 USDCalifornia (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska:Base Pay Range: 56,250.00 - 82,500.00 USDAll other cities and states excluding those listed above:Base Pay Range: 51,525.00 - 75,570.00 USD