Technical Support Agent

    • Scottsdale, AZ
About SiteLock:
SiteLock is the global leader in website security, currently protecting more than 12 million websites globally. SiteLock delivers 360-degree website security solutions to find, fix and prevent malware and other threats from affecting websites and their visitors. Services include malware scanning and vulnerability detection, automatic malware removal, an advanced web application firewall (WAF), as well as website acceleration powered by a global CDN. SiteLock also provides website support services that are available 24/7/365.
We were recently awarded the Best of Cool award for our great culture by BestCompaniesAZ and are one of the Best Places to Work as awarded by the Arizona Business Journal. We are the fastest growing software company in Arizona two years in a row per Deloitte’s Fast 500, and are looking for talented, success-driven people to join our growing team.

We offer our employees a casual and upbeat work environment along with an extensive benefits package that includes:
Medical, dental, and vision benefits
15 days of PTO and 7 paid holidays
401K program
Company-paid life insurance
Short and long term disability coverage
Fun team building events and activities
Free food - catered breakfast on Monday, lunch on Friday and snacks
New hire training and ongoing learning opportunities
Career growth opportunities

Technical Support Agent Position Description:
Sitelock is seeking a highly motivated and energetic individual with strong customer service skills and technical know-how. Use your proven communication, problem-solving, and technical skills to assist customers by providing information on how to set up and configure and maintain their accounts. You will be handling a high volume of inbound customer calls, tickets, and must demonstrate the ability to quickly respond to the customer’s needs and provide appropriate solutions.

Responsibilities will include but not be limited to:
Provide customer care support through inbound call queue and support ticketing system
Reaching out to new customers to improve client experience
Assist customers with account setup and configuration
Maintain detailed logs of customer interactions
Assist Customers with product trouble shooting and dashboard navigations

Technical Support Agent Position Requirements:
Must be available to work a Monday-Friday mid-day shift
Minimum of one year inbound call center experience
Proven track record of successful customer service
Experience in website security, Web Application Firewall, ecommerce, webhosting and/or technical industry preferred
Experience in Customer retention a plus but not required
Excellent communication and telephone skills
Strong analysis and problem-solving skills
Detail-oriented with strong time management skills
Ability to work both independently and in team setting with minimal supervision
Flexibility to work various shifts and overtime if required (not strictly 9 to 5)
Excellent computer skills


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