Alien Vault

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Customer Care Representative

at Alien Vault

Posted: 1/28/2019
Job Reference #: oQMb9fwG
Categories: Sales, Customer Service

Job Description


AlienVault | AUSTIN

We are seeking an Energetic, Customer Centric professional to join our Award-Winning World-Class Cyber Security Support Organization. Some people like to Solve Complicated Problems and some enjoy working in a Fast Paced Environment...Our AlienVault / AT&T Customer Care Team is looking for someone who loves both!

As a member of The Alien Nation, you will be entering an exciting growth stage company with offices in Austin, San Mateo, Spain, Ireland, and Australia.


  • Provide Multichannel Customer Support by way of:

? Customer Success Center (Portal)

? Email

? Chat

? Telephone

  • Effectively maintain a backlog with Superior Case Management Skills
  • Perform Case Triage, by gathering pertinent information and executing appropriate case distribution.
  • Assist in New Customer Enablement and Onboarding
  • Handle a range of inquiries related to AlienVault / AT&T Cyber Security Product and Services.
  • Create, and Manage internal and external customer facing documentation.
  • Collaborate Cross-Functionally with other internal AT&T / AlienVault Departments to ensure an effortless customer experience
  • Adhere to existing Standard Operating Procedures
  • Drive proactive customer activities
  • Meet Individual and Team Operational Goals and Objectives


  • Excellent Written and Verbal Communication Skills
  • Production use of CRM Ticketing Systems
  • Ability to effectively communicate in a professional, friendly manner
  • Ability to provide customer service while achieving a high level of customer satisfaction
  • Strong collaborator, Problem Solver, and Team Focused
  • Ability to multi-task with special attention to details
  • Time Management
  • Great Organizational Skills and attention to details
  • Enthusiastic, positive demeanor and professional customer service skills
  • Previous customer facing role (Customer Service, Support, etc.)


  • College degree preferred
  • Knowledge of Technical Support and RMA procedures
  • Production CRM Experience (Jira, Salesforce, Confluence.)
  • Call Center / Contact Center
  • Technology related Customer Service
  • Experience meeting KPI’s

*Interested applicants are encouraged to apply at or >[Explore our Companies] Alienvault

About Us:

We are AlienVault an AT&T Company. We founded AlienVault to help organizations of all sizes achieve elite security without the headaches and huge expense of other solutions. To deal with the transforming landscape and leverage new architectures to enable businesses to secure their digital assets for everyone, for you and your family.

We are a developer of commercial and open source solutions to handle cyber-attacks, including the Open Threat Exchange, the world's largest crowd-sourced computer-security platform. We grow through innovating and offer a host of award-winning solutions. As part of our team, you'll have a chance to collaborate with some of the brightest minds in the security industry & make a broad impact.

As a member of The Alien Nation, you will be entering an exciting growth stage company with offices in Austin, San Mateo, Spain, Ireland, and Australia.

The Perks:

  • Be part of a dynamic growing company that offers a meaningful and fun work environment
  • Comprehensive Total Rewards Package (Salary + Bonus incentives)
  • Comprehensive PPO/HMO Medical/Dental/Vision
  • Paid: PTO, Sick Leave, Maternity/Paternity Leave, Service Day
  • Adoption & Surrogacy programs
  • 401k + 100% matching up to 6%
  • Educational opportunities & Tuition Reimbursement
  • AT&T service discounts
  • AT&T service referral programs
  • Numerous industry awards and is recognized as a visionary in the industry
  • Strong year-over-year growth and a rapidly-growing customer base

At AlienVault we celebrate and support the differences that make you, you. We’re proud to be an equal opportunity workplace and employer. We truly believe that diversity makes us better!