Corero Network Security - Customer Service Administrator (North America)

Corero Network Security is the leader in real-time, high-performance, automatic DDoS defense solutions. Enterprises, Service Providers, Hosting & Co-Location Providers, Edge Providers and the MSSP/MSP's across the globe increasingly rely on Corero's award winning DDoS solutions. Our SmartWall solutions are the highest performing and most accurate in the industry today, delivering the most automatic coverage, at scale, with the lowest total cost of ownership.

We are now looking for a talented, motivated Customer Service Administrator to join Corero to help support our growth in markets in North America and Latin America, and to join our world-class Security Operation Center (SOC) in the ever-growing market for advanced network security solutions.

Job Definition:

Corero is looking for a Customer Service Administrator (North America) who not only thrives working in a fast-paced environment but with a hunger to learn and meet the ever-evolving business challenges. The Customer Service Administrator will be responsible for various service, sales, and operational administrative duties. The service administrator will use the company systems to create new and monitor customer accounts, create license keys, process RMA requests, and manage Corero customer contract information.

This is an opportunity to join an agile and growing company in a high growth cybersecurity market, focused on generating customer value and high levels of customer satisfaction. The Corero SOC team operates in a fast-paced, flexible environment where individuals are empowered and encouraged to innovate. This results in the ability to make a big positive impact. In this role, you'll work closely with customers, both with individual accountability but also working closely in a team within the SOC, escalating matters as appropriate to long-serving members of the SOC team.

Reporting to the Head of SOC, the ideal candidate as Customer Service Administrator will support the incident response, triaging queries, and escalating matters as appropriate within a 24x7 Security Operation Center as part of a global team. The candidate shall have an interest and enthusiasm for working within a team, high levels of attentiveness and service towards high levels of customer satisfaction.

Duties and Responsibilities:

The duties and responsibilities of this Customer Service Administrator role include, but are not limited to, the following:

• Act as a coordination point between customer service, sales, and operations in relation to Corero product information
• Process and monitor RMA requests
• Support the renewals and purchased product information
• Create and manage customer information in customer service CRM and Salesforce
• Update and create device license keys for new and renewal agreements
• Responsible for addressing customer/device discrepancies and maintaining an accurate product database
• Maintain database reflecting accurate customer and product information.
• Manage customer contracts life-cycle including creating, sending, and updating
• Tracking the Evaluation and AHR units in Salesforce
• Coordinate the customer onboarding process including documenting status in salesforce
• Support customer Delight effort, by periodically checking in with customers to verify the escalation contacts are correct

Candidate requirements, skills, and experience:

• Highly motivated and able to think proactively
• Customer service oriented with excellent interpersonal communication skills
• Pleasant and professional phone manner
• Excellent verbal and written communication skills
• Proficient in Windows with strong skills in Microsoft office products
• Ability to work efficiently with customers regarding general questions, administrative changes, and issue updates
• Familiarity with Salesforce and a good understanding of CRM best practices and functionality
• Ability to multi-task
• Strong attention to detail and follow-up skills
• 3+ years of experience in a Salesforce or CRM administrative role
• Previous customer service experience communicating directly with customers preferred
• Understanding of Sales Operations procedures preferred

Location:

This position is in our Marlboro, MA office. The hours are Monday-Friday, 10-20 hours per week with flexible start and end times as well as remote work capability.

Package:

Corero will provide a competitive and flexible compensation package for the right candidate.

This role provides the opportunity to develop your career, with a potential career path to, for example, an Inside Sales representative at Corero.

About Corero Network Security

Corero Network Security plc is a global leader in real-time, high-performance, automatic DDoS cyber defense solutions. Both Service and Hosting providers, alongside digital enterprises across the globe rely on Corero's award winning cybersecurity technology to eliminate the threat of Distributed Denial of Service (DDoS) to their digital environment through automatic attack detection and mitigation, coupled with network visibility, analytics and reporting. Corero's industry leading SmartWall and SecureWatch technology provides scalable protection capabilities against external DDoS attackers and internal DDoS botnets in the most complex edge and subscriber environments, while enabling a more cost-effective economic model than previously available.

Corero's key operational centers located in Marlborough, Massachusetts, USA and Edinburgh, UK, with the Company's headquartered in Amersham, UK. The Company is also listed on the London Stock Exchange's AIM market under the ticker CNS.

For more information, visit www.corero.com, and follow us on LinkedIn and Twitter.

Location

This position will be based in our Marlborough, MA office. United States.