Support Analyst

Job Summary (Technical Support)

The Support Analyst will provide trusted security advisory services to SiteLock customers.

• Manage ticket queue in CRM (Customer Relationship Management) System
• Assist internal (sales) and external customers regarding SiteLock products through telephone, chat and ticket tracking system (CRM)
• Assist customers in deploying SiteLock's CDN & WAF, SMART and TrustSeal products by configuring the customer's DNS and other technical website settings.
• Troubleshoot issues with SiteLock products.
• Analyzing WAF incidents and CDN data to best advise the customer on website security and performance.

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Web Security Advisor (Digital Sales)

The Website Security Advisor is an integral part of the SiteLock sales team and is responsible for providing an exceptional customer experience while selling products and services.

SiteLock is one of the world's largest website security providers! Our growing inside sales team is looking for Website Security Advisors that will have an opportunity to represent SiteLock to create and recommend security solutions that serve our customers. You will get to work with both new and existing customers daily to help them secure their websites and business with our award-winning products. If you thrive in a team environment and love helping people, then this is the place for you!

• Field inbound sales calls and chats from prospects
• Build, manage and maintain a pipeline with consistent follow-up
• Accurately record all interactions with customers in CRM
• Educate customers on the benefits of website security and adjacent business opportunities
• Establish, maintain and grow customer relationships to generate new revenue
• Able to enthusiastically engage the client or prospect to deliver professional and helpful service before, during and after the customers' requirements are met.
• Able to close sales within a reasonable and predictable timeframe

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Sr Security Software Engineer (PERL) (Product Development)

The Senior Security Software Engineer (PERL) will focus on building mid-tier application code, front-end web application and development. The role will also provide opportunities for improving and supporting our systems architecture.

• Develop and maintain Sitelock’s core services and API
• Develop and write accompanying unit tests and document your code
• Participate in daily standups
• Collaborate with QA and Documentation teams
• Collaborate with front end engineers

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Retention Representative (Customer Success)

Retention Representatives work within Customer Success and are an integral part of delivering world-class customer experience. Retention Representatives have direct interaction with SiteLock customers and are responsible for ensuring a positive, productive, customer experience with a focus on retainment.

• Answer inbound queue calls/Live Chat during scheduled shift times
• Provide amazing customer experience
• Build relationships with customers who have questions and concerns around their products and services with the goal of keeping them long-term
• Proven ability to diffuse escalated customer situations and bring the customer issue to closure
• Take ownership of all customer concerns and proactively follow through to resolution
• Handle customer concerns with empathy and present SiteLock in a positive light always
• Prevent customer cancels and ensure customer retention by reasonable negotiations. Provide solutions that are beneficial to the company and attractive to the customer
• Ensure all communications are documented in CRM, so subsequent issues have complete information

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