It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. We are seeking a Technical Support Representative to join our team at our Pittsburgh, PA office located in the Strip District. In this role, you will be engaged in the current threat landscape in our security awareness training platform that helps our customers combat such threats. You will be a part of a team of amazing co-workers that share your passion for customer satisfaction. Your work environment will be both exciting and challenging as you work to provide answers and solutions to customers' inquires via phone, chat, video conference, and email. The environment and technologies will allow for growth through new challenges, which will provide opportunities to enrich your career. Do you have a passion for educating customers on technology solutions? Here in Proofpoint's Customer Support team, we take pride in delighting & empowering our customers by providing superior customer service. We believe a friendly & helpful personality teamed with technical understanding is the key to success. Do you have the need for speed? As our customer base grows and our technology solutions are constantly updated, we strive to work efficiently & effectively in a fast-paced, rapidly changing environment. That means we also need to be excellent at multi-tasking and prioritizing to offer solutions to respond and resolve customer issues quickly. Ever spend time learning something new, just because you were curious? As part of a quickly expanding support team, we each can become subject matter experts and Jacks (and Jills) of all Trades! We value someone who can learn independently and quickly. Have a desire to work independently AND part of a team? We also believe it's important to have demonstrated to work independently or as part of a team. While most of the work we do is independent, we work as a team to meet the needs of all our customers using collaborative techniques with others on the team. Your day to day Ensure high-quality customer service and technical troubleshooting to external customers (Administrators) and internal (Proofpoint Employees). Utilize various communication methods via phone, chat, video conference, and email to provide a customer-first support experience. Proactively research and integrate product changes into the daily support process Maintain a consultative approach to customer support and program implementation Act as an intermediary between customers & internal teams to resolve escalated & technical issues Maintain the customer-facing knowledge-based documentation Perform other duties as assigned What you bring to the team Bachelor's degree in a technology-related program, or an equivalent combination of education and work experience At least two years of demonstrated success in customer support required, preferably supporting a SaaS product Must enjoy the rewards and challenges of a large dynamic, collaborative group Adaptive skills learn quickly, asks questions, follow established procedures, and solves and resolves independently High energy, confidence, and enthusiastic attitude Demonstrate innate customer care with strong verbal and written communication skills Demonstrate intelligent decision making with attention to detail Achieve exceptional customer satisfaction through a customer-first mentality and desire to go above and beyond. Why Proofpoint As a customer-focused and driven-to-win organization with leading-edge products, there are many compelling reasons to join the Proofpoint team. We believe in hiring the best, the brightest and cultivating a culture of collaboration and appreciation. As we continue to grow and expand globally, we understand that hiring the right people and treating them well is key to our success! We are a multi-national company with ten countries, with each location contributing to Proofpoint's unique culture! If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!