Customer Service Specialist

Customer Service Specialist

Trellix, the trusted CISO ally, is redefining the future of cybersecurity and soulful work. Our comprehensive, GenAI-powered platform helps organizations confronted by today's most advanced threats gain confidence in the protection and resilience of their operations. Along with an extensive partner ecosystem, we accelerate technology innovation through artificial intelligence, automation, and analytics to empower over 53,000 customers with responsibly architected security solutions. We also recognize the importance of closing the 4-million-person cybersecurity talent gap. We aim to create a home for anyone seeking a meaningful future in cybersecurity and look for candidates across industries to join us in soulful work.

Role Overview

Role Summary: We are looking for a polite, detail-oriented, and customer-focused Customer Service Specialist to serve as the first point of contact for our customers through calls, chats, and emails. The ideal candidate will work closely with cross-functional teams to provide outstanding service, resolve inquiries, and troubleshoot product issues with accuracy and empathy. This role requires managing a high volume of inbound and outbound interactions, while consistently striving to create a positive customer experience. You'll listen actively, resolve concerns efficiently, and ensure every customer feels heard, valued, and supported.

Key Responsibilities:

• Serve as the first line of support by answering or initiating calls, chats, and emails to assist customers with product-related inquiries or concerns.
• Actively listen to understand customer needs, troubleshoot issues, and provide effective and accurate solutions.
• Handle complaints with professionalism and empathy, de-escalating tense interactions when necessary.
• Maintain clear and comprehensive case documentation using internal tools and CRM systems.
• Build rapport and long-term trust with customers and collaborate with internal teams to drive resolution.
• Recommend appropriate products or solutions that best meet customer needs.
• Meet or exceed team KPIs including response time, resolution time, and customer satisfaction scores (CSAT/NPS).
• Continuously enhance product knowledge and service skills through training and upskilling sessions.
• Comply with company policies, data privacy, and quality standards at all times.

Company Benefits and Perks

We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours, and family-friendly benefits to all of our employees.

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.