Technical Support Agent (26208)

SiteLock is the global leader in website security, currently protecting more than six 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
  • Handle Escalated calls and cancellation requests

Qualifications

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

Meet Some of SiteLock's Employees

Kerry W.

Trainer

Kerry facilitates orientation and training for new agents and employees. His main goal is to make sure the team is well prepared and confident when communicating with customers.

Ally H.

Senior Sales Manager

Ally runs the Outbound Sales Team, supporting individual team members and keeping up with industry changes. She also manages the new-hire training program and its coaching curriculum.


Back to top