Reports to: Senior Manager, Product Support Location: Remote Australia Compensation: 70-75k Base + Bonus + Equity AUD What We Do: Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact. Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That’s why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it, ensuring our customers' protection. Huntress now secures more than 5M endpoints and 11M identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other. What You’ll Do: At Huntress, we have built a team that is focused on protecting our customers against cybersecurity threats. We value transparency, honesty, and going above and beyond to do the right thing. We have a world-class support team built with individuals who provide best-in-class service to our customers. We take pride in our 98%+ CSAT rating and ticket close times within hours of submission. We’re looking to hire an individual who has a passion for customer support, a strong team-player mentality, and the willingness to become an expert in our technology and product offerings. You’ll join a department that cares deeply about providing training and mentoring opportunities to our team members. Leadership provides regular coaching, mentoring, and training opportunities. As a Product Support Specialist here at Huntress, you will play a key role in interacting with our customers. You will have the opportunity to directly impact the bottom line by ensuring that we continue to deliver world-class support. This customer-facing role requires a customer-centric mentality, as you will be the first and primary point of contact for technical support. Our Product Support team works collaboratively and as one team in order to resolve customer inquiries as effectively and efficiently as possible, all while providing top-tier customer service. Responsibilities: - Provide initial partner support and convey resolutions to customers - Walk customers through problem-solving processes and provide assistance - Assess customer issues and properly escalate incidents as needed - Follow up with customers, provide feedback, and see problems through to resolution - Utilize excellent customer service skills and exceed customer expectations - Recommend changes to internal and customer-facing documentation where needed - Continually grow your knowledge of internal procedures, the Huntress product, and customer environments What You Bring To The Team: - Ability to adapt and pivot quickly to the day-to-day changes that hypergrowth companies experience - Highly collaborative mindset; being able to work together as one team to come to the best possible solutions for our partners - Consider themselves disciplined, with systematic problem-solving skills - Practical experience supporting Microsoft Windows Operating Systems, including familiarity with Windows internals such as services, the registry, etc., and troubleshooting common system and application issues - Practical experience with macOS, including familiarity with its directory structures, services, etc., and troubleshooting common system and application issues (knowledge of Terminal and Bash is a plus, but not required) - Experience with tools such as ProcMon and Process Explorer is a plus - Experience in configuring antivirus products and troubleshooting interactions between these products and specialty software - Is familiar with system configuration/management tools such as GPO, RMMs, and SCCM; scripting these tools is a plus What We Offer: - Fully remote work - At least one annual trip to the US for Summer Summit, with additional local events in Australia! - New starter home office set up reimbursement ($800 AUD) - 12 weeks paid parental leave for both primary and secondary carers - Monthly digital allowance for personal phone and internet costs ($185 AUD) - Monthly home office tech stipend to upgrade or replace equipment ($40 AUD) - Subsidised private health insurance through our preferred provider - Stock options for all full-time employees - Access to the BetterUp platform for coaching, personal, and professional growth Huntress is committed to creating a culture of inclusivity where every single member of our team is valued, has a voice, and is empowered to come to work every day just as they are. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status, or any other legally protected status. People from all culturally diverse backgrounds, including Aboriginal & Torres Strait Islander Peoples, are encouraged to apply. We do discriminate against hackers who try to exploit businesses of all sizes. Accommodations: If you require reasonable accommodation to complete this application, interview, or pre-employment testing or participate in the employee selection process, please direct your inquiries to accommodations@huntresslabs.com. Please note that non-accommodation requests to this inbox will not receive a response. Huntress uses artificial intelligence tools to assist in reviewing and evaluating job applications, including resume screening, skills assessment, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our Candidate Privacy Notice for more details on our practices and your data privacy rights.

Role Description - Respond professionally to customer inquiries/complaints received via phone or e-mail and ensure that appropriate action is taken, including follow up. - Research participant questions and plan issues. - Maintain complete and accurate case notes. - Work closely with other customer service representatives and client representatives. - Complete special projects as needed. - Communicate on a proactive basis. - Participate in team meetings and training. - Read and understand the client's plan documents, amendments, etc. - Follow procedures and guidelines. - Able to comfortably question the customer in an encouraging manner to affect a positive relationship and establish a comfort level to gain the customer's confidence. - Possess the ability to analyze and solve problems in a changeable work environment. - Possess a cooperative and positive attitude towards customers and team members. - Drive first call resolution while recognizing barriers to excellent service and work towards eliminating them. - Ability to multitask, prioritize and manage time effectively. - Adhere to assigned schedule during breaks, inbound and outbound calls. - Demonstrate strong listening, questioning and call control technique. Company Description WTW benefit consultants have deep experience working with organizations of all types and sizes. We’ve worked closely with clients to develop some of the most advanced benefit design techniques currently in use. We combine expertise in retirement and investment consulting to support organizations worldwide in designing, managing, administering and communicating all types of retirement plans. Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Role Description Are you a problem-solver? ADT is looking for qualified candidates that possess the ability to self-manage and work independently in a fast-paced, constantly changing environment. You should be able to multitask across multiple systems and applications, are comfortable navigating a technical environment with the ability to follow guided troubleshooting steps, such as troubleshooting software and hardware. We're searching for someone that is open to input, dependable, and has a distraction-free workspace. You should have a passion for customer service and ownership of the customer experience, including issue resolution. You're not only here to solve technical problems but also to de-escalate situations with customers by providing patient assistance and support. The Customer Technical Support Team is responsible for all residential and small business inbound phone calls, which consists of assisting customers with alarm system questions, finding solutions for technical issues, walking the customer through troubleshooting steps, and other technical assistance. Responsibilities - Work in a dynamic, collaborative environment, closely with customers and coworkers. - Self-manage and work independently in a fast-paced, constantly changing environment. - Multitask across multiple systems and applications. - Receive customer inbound phone calls for various alarm system and home automation issues providing technical assistance and customer education. - Troubleshoot the customer’s technical issues using guided workflows. - Maintain regular, consistent, and punctual attendance. - Present the Virtual Service Call process to save customers time and money. - Assist customers with scheduling an onsite Technician visit if required. - Provide excellent customer interactions using empathy and soft skills. - Ensure a private work area that is quiet and free of distractions. - Be receptive to feedback for ongoing performance improvements. Qualifications - High school diploma or equivalent. - Troubleshooting skills. - Strong organizational skills. - Excellent communication skills (both verbal and written). - Reliable and dependable. - Ability to empathize and connect with the customer. - Ability to multitask with ease and effectively prioritize tasks. - Demonstrated proficient problem solving & customer de-escalation skills. Requirements - Minimum of one (1) year of customer service experience required. - Technical experience is a plus but not required. - Able to type at least 35 wpm. - Intermediate knowledge of computer applications. Benefits - Starting hourly rate of $17.00, reaching $20.00 after 180 days. - Incremental increases of $0.50 every 30 days until the rate of $20.00 is reached. - Access to healthcare benefits, a 401(k) plan with company match. - Short-term and long-term disability coverage, life insurance. - Wellbeing benefits and paid time off (up to 120 hours in the first year). - 6 paid holidays. - Tuition reimbursement for academic pursuits. - Adoption assistance, volunteer opportunities, childcare and eldercare resources. - Shift-differential policy for higher-than-average call volume and less-desirable shifts. Company Description ADT has been in the business of helping save lives since 1874. As the #1 smart home security provider in the U.S., we help protect and connect families, businesses, and larger commercial customers every day. Our continuous innovation, advanced technology, and strategic partnerships deliver products and services that help protect life and valuables, whether at home, your business, or on the go. Above all, our mission is clear: we help save lives for a living. Looking for a career where you can make a real impact? Join our team today and put purpose behind your paycheck.

• Serve as the primary voice of the company, managing a high volume of inbound calls. • Provide friendly, professional, and solution-oriented guidance on products, pricing, and website navigation. • Manage the full order lifecycle, including creating orders, tracking shipments, and processing returns or warranties. • Drive timely resolution for all assigned cases within our ticketing system. • Hold yourself accountable to meeting and exceeding key performance indicators (KPIs) while providing an excellent customer experience. • Maintain a high level of reliability and dependability in a fully remote environment. • Adapt quickly to new processes, tools, and shifting priorities as our small team scales. • Actively participate in continuous improvement by suggesting updates to FAQs and workflows to reduce customer effort. • Demonstrate a "creative learner" mindset by staying current on rapid product updates and company guidelines. • Take on new tasks and responsibilities as the company scales and customer needs evolve.