Client Support Specialist - Bethesda, United States - SANS Institute
Description
**Client Support Specialist (REMOTE)**
SANS Federal Bethesda, Maryland Minimum Experience **Entry-level** About SANS
SANS Institute (SANS) was established in 1989 as a cooperative research and education organization. In the next 25 years it grew to become the most trusted and, by far, the largest source for information security training and security certification in the world reaching more than 300,000 security professionals around the world today, with around 60,000 having been granted Global Information Assurance Certification (GIAC) security certifications the leading certification that provides assurance to employers that their people and prospective hires can actually do the job. At the heart of SANS are the many security practitioners from auditors and network administrators to chief information security officers, all sharing the lessons they learn and jointly finding solutions to the challenges they face in varied global organizations from corporations to universities working together to help the entire information security community.
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 bad guys (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
This position focuses on providing support for the SANS Federal Sales Team. This position serves as an integral part of the team by reducing the operational tasks currently performed by the sellers, freeing them up to focus on revenue generating activities.
Key Responsibilities
Respond and action requests from the sales team and their clients for the following support related items (not all-inclusive, rather an example):
Perform client-facing activities as needed such as performing virtual trainings and demonstrations of SANS voucher and registration systems, student portals, etc.
Prepare collateral to support the client
Respond to client cases and resolve, or properly route
Participate in Quarterly Business Reviews in support of the Federal Sales Team
Experience with Salesforce, ServiceNow and Tableau preferred
Any other duties as requested by manager
Core Skills and Behaviors
An outgoing, encouraging personality
Ability to maintain positive, customer focused attitude, even in challenging situations
Excellent oral/written communication and interpersonal skills
Demonstrated ability to work well in a fast-paced, team-oriented environment and thrive on challenges
Demonstrated ability to be highly self-motivated, prioritize multiple tasks in a proactive manner, meet deadlines, and display attention to detail
Demonstrated ability to understand customer needs, provide quality service, persuasively present resolution options, and commit to customer satisfaction
Demonstrated ability to communicate effectively across cultural boundaries and work harmoniously with a diverse group of people
Articulate and professional presentation skills
Aptitude for continuous learning and new skill development
Proficient with web-based collaborative tools such as Dropbox, Smartsheet, Salesforce, and ticketing systems.
Proficient with all Microsoft Office Programs
Skills, Experience and Education
Bachelors degree in business, communications, technology, or other related field, preferred, but not required. *Education can be substituted with comparable work experience.*
Minimum of three years working in a customer service environment
Technical support experience preferred
Training experience preferred
Sales or sales support experience preferred
Reporting Relationships
This position will report to the Director, Federal Sales. This position will not have any 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.
Location Bethesda, Maryland Minimum Experience Entry-level