Why This Role Matters
TechBit Solutions secures and supports companies across North America. When a user’s firewall throws a critical alert or a dark-web credential exposure surfaces, our first line of reassurance is a calm, knowledgeable voice on the phone. You’ll be that voice—fielding inbound calls, placing timely follow-ups, and translating technical cybersecurity events into clear, confident guidance.
What You’ll Do
- Answer & Triage Inbound Calls
- Provide first-touch assistance for clients with questions on tickets, invoices, phishing warnings, and security alerts.
- Capture detailed, accurate notes in our ticketing system.
- Proactive Outbound Contact
- Call end-users to confirm whether Alerts, Microsoft 365 security events, or dark-web findings are legitimate or require escalation.
- Conduct courtesy follow-ups on ticket closures, payment reminders, and upcoming patch windows.
- Client Education & Relationship Building
- Explain best practices—MFA, password hygiene, and secure remote-access tools like NetExtender—in plain language.
- Escalate nuanced technical issues to our Level 2/3 engineers while keeping the client informed.
- Process & Quality Improvement
- Spot patterns in recurring questions or pain points; suggest script updates and knowledge-base articles.
- Work with our cybersecurity analysts to refine call flows for emerging threats.
What You Bring
- 1-2 years in a help-desk, call-center, or client-facing support role (MSP or cybersecurity experience a big plus).
- Confident, friendly phone manner—able to stay composed when users are stressed by critical alerts or downtime.
- Basic understanding of cybersecurity concepts (phishing, MFA, credential compromise). Curiosity to learn more every day.
- Clear written communication for ticket notes and follow-up emails (English; Spanish bilingual a plus).
- Familiarity with any of the following is helpful but not required: Microsoft 365, SonicWall firewalls, dark-web monitoring tools, QuickBooks invoicing.
What We Offer
- Competitive pay
- Work with a supportive, tight-knit team that loves mechanical fixes almost as much as digital ones.
- Exposure to real-world security operations in a fast-growing MSP
- Growth path into Technical Account Management or Security Analyst roles.
Ready to be the reassuring voice our clients count on?
Send your résumé and a short paragraph on a time you turned a stressful call into a positive outcome to careers@techbitusa.com with subject line “Client Communication Specialist – [Your Name]”.
TechBit Solutions LLC is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.