Customer Support Specialist

About the Company

SANS Institute (SANS) is a leading organization in cybersecurity training and education, dedicated to empowering cybersecurity professionals with practical skills and knowledge to protect the digital world. Founded in 1989, SANS provides high-quality training, certifications, degree programs, cyber ranges, and research to support individuals and organizations in strengthening their security posture.

Our mission-driven culture is built on the principles of fairness, honesty, customer focus, and a pragmatic approach. We are committed to hiring individuals who share our vision of combating cybersecurity threats while delivering world-class training.

About the Role

SANS is seeking a Customer Support Specialist to join our Courseware Development - Operations team. This role is critical in ensuring that customers and employees receive top-tier service through professional, timely support via phone and email.

Operating in a fast-paced, remote environment, the Customer Support Specialist will handle a variety of customer inquiries, including policy clarifications, payment processing, and troubleshooting. The role also involves suggesting process improvements to enhance the overall customer experience.

Candidates must reside in the Eastern Time Zone to align with operational support needs.

Location: Remote (USA Only)

Key Responsibilities

• Provide timely and professional support to customers and employees via phone and email.
• Troubleshoot and resolve issues while maintaining service level agreements (SLAs).
• Process payment transactions securely, ensuring compliance with PCI standards.
• Prioritize and manage multiple tasks efficiently in a fast-paced environment.
• Collaborate with team members to improve customer service procedures and overall efficiency.
• Suggest process enhancements to improve customer experience.
• Support in-person events (up to 10% travel) as needed.
• Participate in on-call rotations, after-hours, or weekend support as required.
• Learn and retain technical information quickly, applying it to customer interactions.
• Adapt to coaching and feedback for continuous professional improvement.
• Perform additional tasks as assigned.

Basic Qualifications

• Exceptional verbal, written, and listening communication skills.
• Previous call center and remote work experience.
• Strong analytical and problem-solving abilities for resolving complex issues.
• Ability to work both independently and collaboratively in a remote setting.
• High attention to detail to ensure accuracy in customer interactions.
• Proficiency with keyboard and Windows-based applications.
• Receptive to performance feedback and committed to professional growth.

Preferred Qualifications

• Associate’s degree or higher.
• Previous customer service or call center experience.
• Familiarity with IT service management tools (ServiceNow and Salesforce experience is a plus).
• Experience handling payment transactions in compliance with PCI standards.

Compensation & BenefitsSalary Range: $45,000 - $50,000 (based on location, experience, and qualifications).

SANS offers a comprehensive benefits package, including:

• Medical, dental, and vision insurance.
• Short-term disability coverage.
• 401(k) with company match.
• Employee Assistance Program (EAP).
• Supplemental Life Insurance and AD&D.
• Paid Time Off (PTO) and company-paid holidays.
• Volunteer Paid Time Off.

Equal Opportunity Employer

SANS Institute is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, disability, or any other protected characteristic.