Job Summary

The Security Pre-Sales Administrator plays a crucial role in ensuring customer satisfaction by efficiently resolving support tickets and providing on-call assistance. This position emphasizes the importance of adherence to quality standards and regulatory requirements, while also focusing on root cause analysis and knowledge management to enhance service delivery.

Key Responsibilities

1. Provide Technical Expertise In Security Pre-Sales And Grc By Resolving Tickets And Ensuring Compliance With Quality Standards And Regulatory Requirements.
2. Conduct Root Cause Analysis On Escalated Issues, Developing Actionable Insights To Prevent Future Occurrences And Enhance The Support Process.
3. Manage And Update The Knowledge Base, Contributing To Continuous Improvement Initiatives And Providing Training And Coaching To New Analysts.
4. Independently Resolve Support Tickets Within The Agreed Service Level Agreements (Slas), Ensuring Timely And Efficient Handling Of Customer Inquiries.
5. Enhance Customer Satisfaction By Achieving First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases, Thereby Ensuring A Positive Customer Experience.

Skill Requirements

1. Solid Understanding Of Security Pre-Sales Methodologies And Grc Frameworks.
2. Proficiency In Ticketing Systems And Support Processes, Demonstrating The Ability To Manage And Prioritize Multiple Support Requests.
3. Strong Analytical And Problem-Solving Skills For Effective Root Cause Analysis And Issue Resolution.
4. Excellent Communication And Interpersonal Skills, Fostering Effective Collaboration With Customers And Team Members.

Other Requirements

1. Optional But Valuable Certifications: Certified Information Systems Security Professional (Cissp), Certified Information Systems Auditor (Cisa), Or Similar Industry-Recognized Credentials