Cybersecurity Customer Service Associate
Posted on 12/14/2023
INACTIVE
Abacus Group LLC

201-500 employees

Hosted IT solutions for alternative investment firms
Company Overview
Abacus Group, LLC stands out as a leading provider of tailored IT solutions for the financial services industry, offering a scalable, award-winning enterprise technology platform that meets evolving cybersecurity, storage, and compliance needs. Their services are cloud-agnostic, providing flexible public, hybrid, or private cloud options, and as an advanced level Microsoft Cloud Service Provider, they leverage the Office 365 suite to enable seamless remote work. With a global presence across major cities in the US and London, Abacus Group demonstrates a commitment to meeting the diverse needs of alternative investment firms.
Data & Analytics
Fintech
B2B

Company Stage

Private

Total Funding

N/A

Founded

2008

Headquarters

New York, New York

Growth & Insights
Headcount

6 month growth

0%

1 year growth

52%

2 year growth

104%
Locations
Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Customer Service
CategoriesNew
IT & Security
Customer Success & Support
Requirements
  • Cybersecurity fundamentals level knowledge pertaining to topics such as penetration testing, cybersecurity risk assessments, and information security policy writing.
  • Committed to a track of continuously learning and growing in the domain of cybersecurity.
  • Excellent interpersonal communication skills, both verbal and written.
  • Exceptional spelling and grammar skills for written customer correspondence.
  • Willingness to learn and process feedback in a positive and productive way.
  • Outgoing, friendly, compassionate personality.
  • Strong attention to detail and well-organized.
  • Possess a resourceful and proactive mindset.
  • Ability to multitask and self-manage time and commitments.
  • Must be motivated, decisive, flexible, and possess sound business judgment.
  • Strong working knowledge of MS Office Suite and knowledge management software.
  • Possesses at least one or more certifications in information technology or cybersecurity.
  • 1-3 years of Customer Service within IT or Cybersecurity industry required
Responsibilities
  • Maintaining up-to-date knowledge about Gotham Security’s services and providing a first layer of support to help address customer service inquiries.
  • Assist the Head of Customer Services with the following activities:
  • - Addressing customer support inquiries and keeping them informed about the status of their inquiries and ensuring timely resolution.
  • - Scheduling project kick-off meetings, status update meetings, and report presentation meetings with customers.
  • - Providing reports and other deliverables to customers upon the completion of projects.
  • - Assisting with the collection and validation of customer project/service prerequisites across various internal teams and departments.
  • - Assisting with collecting status updates from GRC Analysts and Cybersecurity Engineers, digesting those status updates, and helping concisely communicate those status updates to customers.
  • - Answering general inquiries about Gotham Security’s cybersecurity services, methodologies, processes, and deliverables.
  • - Answering product-specific support inquiries with Gotham Security’s Panoptix GRC solution, including performing customer training.
  • - Updating and maintaining customer service records, including current projects, agreements, points-of-contact and more.
  • Reviewing cybersecurity testing reports and information security policy documents as part of the organization's quality assurance pipeline.
  • Facilitating inter-team communications to escalate support requests/inquiries to best assist customers in a timely manner.
  • Answering company IVR phone calls and routing calls and requests to other departments.
  • Helping promote an efficient and effective communications strategy by optimizing the usage of company communication tools and suggesting workflow automation improvements to the software development team.
Desired Qualifications
  • Values, integrity, and honesty above all else in a non-negotiable way.
  • A passion for the information security industry and helping people.
  • Ability to work within constraints and to challenge the status quo.
  • Capable of managing time efficiently and meeting deadlines.
  • Comfort dealing with ambiguity in an environment where we sometimes build the plane as we fly it.
  • Ability to self-direct work, orient to action, and truly own the position.
  • Collaborative attitude and mindset with colleagues and team members.