Central Support Specialist - Remote

We are in search of a dynamic self-starter who is passionate about making a difference in the realm of Cyber Security for State, Local, Tribal and Territorial governments (SLTT). As a member of our team, the Central Support Specialist is comfortable in a customer service role, engaging with multiple levels of a given organization. The ability to learn complex concepts and explain them to our customers in relation to their needs and requests is desired. This position includes, but not limited to, providing customer service to members, working with other departments to solve member's issues, informing about services upon request, and modifying levels of access and supporting relationships with the membership. It is key in the effort to prioritize customer service and account maintenance for our members, that can enhance SLTT cyber maturity)

CIS (Center for Internet Security) is the trusted guide to confidence in the connected world. CIS collaborates with the global security community to lead both government and private-sector entities to security solutions and resources. CIS is an independent, not-for-profit organization. This position is supporting both the Center for Internet Security and the Multi State - Information Sharing and Analysis Center (MS-ISAC). The MS-ISAC is the Department of Homeland Security (DHS) designated focal point for protection, prevention, response and recovery for the SLTT community.

Data entry and management of CIS customer records, maintaining member access levels and access, onboarding and offboarding members; triage customer requests and service tickets, maintaining email templates used to communicate with customers

• Working with other departments to provide top-level customer service, according to Service Level Agreements
• Understanding CIS services with the goal of supporting those services with our constituents
• Providing support in the use of CIS Programs tools and portals
• Assisting in the preparation and presenting of projects as identified and to include seasonal and short-term operations
• Other duties as assigned

• Superior customer relations skills
• Associates degree at an accredited college or University in a related field or equivalent work experience.
• 2+ years of work experience in a related field
• Proven ability in reading, understanding, and following processes as outlined by Standard Operations Procedures (SOP)
• Self-motivated with a strong work ethic and attention to detail
• Ability to work with a diverse team in completing goals
• The position is open to U.S. citizens and requires a favorably adjudicated DHS Fitness Review for Public Trust Positions*
• Must be authorized to work in the United States

It's a Plus if you have:

• Customer service/call center experience
• Empathic approach to customer issues
• Salesforce CRM software experience
• Experience working with a ticketing system
• Concentration in Cybersecurity or technology or industry recognized certifications are a plus
• Highly proficient with Microsoft Office products, including Excel

*Factors that may cause a negative Fitness Review decision include:

• Criminal Conduct
• Dishonest Conduct
• Employment Misconduct
• Alcohol Abuse
• Drug Use
• False Statements
• Have not resided in the US for three (3) of the past five (5) years

At CIS, we are committed to providing an inclusive environment in which the diverse backgrounds, experiences, and views of our employees, members, and customers are valued and respected. It is through this commitment that we are able to work together towards our common mission: to make the connected world a safer place.