What are the responsibilities and job description for the Customer Support Specialist (REMOTE) position at SANS Institute?
About SANS
SANS Institute (SANS) launched in 1989 as a cooperative for information security thought leadership, it is SANS’ ongoing mission to empower cyber security professionals with the practical skills and knowledge they need to make our world a safer place. We fuel this effort with high quality training, certifications, scholarship academies, degree programs, cyber ranges, and resources to meet the needs of every cyber professional. Our data, research, and the top minds in cybersecurity collectively ensure that individuals and organizations have the actionable education and support they need.
Join the SANS Team
At SANS, our culture is defined by Mission, Brand, People. Our goal is to hire people who understand the importance of continuing to fight against the cyber security threats (Mission) while delivering the highest quality training (Brand) to our students. We want employees whose personal values align well with our culture of fairness, honesty, customer focus, and pragmatic approach (People).
Summary of Position
We are seeking a Customer Support Specialist to join our team within the Digital - Courseware Development - Operations business unit.
The Customer Support Specialist is a vital member of the SANS team, responsible for delivering exceptional service to customers and employees. Working in a fast-paced, remote environment, you’ll provide timely, professional support via telephone and email. You’ll assist with a wide range of inquiries, including policy clarifications, payment processing, troubleshooting, and suggesting process improvements to enhance customer experience.
We are specifically seeking candidates who reside in the Eastern Time Zone to best align with business needs and operational support requirements.
You’ll be part of a collaborative team where your attention to detail, problem-solving skills, and ability to adapt to new challenges will help drive our mission forward.
Key Responsibilities
Respond to customer and employee inquiries via phone and email, ensuring professional and timely resolutions.
Troubleshoot and resolve issues while adhering to service level agreements.
Process payment information securely and in accordance with PCI requirements.
Maintain a sense of urgency and prioritize activities based on customer demands and schedules.
Collaborate with team members to improve procedures for efficiency and effectiveness.
Provide input and suggestions for enhancing the customer support process.
Handle multiple activities with attention to detail and meet deadlines in a dynamic environment.
Participate in occasional on-call rotations, after-hours, or weekend support as required.
Support in-person events as needed (up to 10% travel).
Learn and retain significant amounts of technical information in a short time frame.
Adapt and apply coaching and demonstrate continuous improvement.
Perform additional duties as assigned.
Basic Qualifications
Exceptional verbal, written, and listening communication skills.
Previous Call Center and Work from Home experience
Strong analytical and problem-solving abilities to resolve complex issues.
Team-oriented interpersonal skills to interface effectively with colleagues, vendors, and customers.
Self-motivated with the ability to work independently but willing to seek assistance when necessary.
Meticulous attention to detail, ensuring accuracy in resolving customer-facing issues.
Proficiency with keyboard and Windows-based applications.
Ability to thrive in a remote environment while maintaining productivity and focus.
Receptive to detailed performance feedback and committed to personal growth.
Preferred Qualifications
Associate’s degree or higher.
Previous experience in a call center or customer service role.
Familiarity with IT service management tools (ServiceNow and Salesforce experience is a plus).
Experience handling payments in compliance with PCI standards.
Reporting Relationships
This position will report to the Global Customer Service Supervisor and has no direct reports.
Work Environment
Remote work environment
Equal Opportunity Employer
SANS is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please contact SANS Human Resources.
In addition, all qualified applicants with arrest or conviction records will be considered for employment.
California residents for SANS privacy notice for California job applicants
The base salary range for this position is between $45,000 and $50,000. Base salary ranges may vary by geographic location and relevant experience, education, certifications, and years of experience. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.
In addition, SANS provides the following benefits :
Medical
Dental
Vision
Short-Term Disability
401(k) with company match
Employee Assistance Program
Supplemental Life Insurance and AD&D
Paid Time Off
Company Paid Holidays
Volunteer Paid Time Off
Department
Courseware Development - Operations
Employment Type
US Employee | Full-Time
Minimum Experience
Entry-level
Compensation
21 - $24 per hour
Salary : $45,000 - $50,000
