Gini Cybersecurity Concierge Agent

Company Overview:
Gini is a fast-growing company dedicated to helping businesses navigate the complexities of cybersecurity with confidence and ease. Through our members-only platform, we offer 24/7 cybersecurity concierge services, personalized consultations, and access to a network of vetted experts. Our mission is to empower businesses with cost-effective, proactive solutions to minimize threats and ensure peace of mind.

We’re seeking dedicated Cybersecurity Concierge Agents to join our team and provide exceptional support to our clients. If you’re passionate about cybersecurity, customer service, and making a difference in the security posture of businesses, we’d love to hear from you!

Position Summary
The Cybersecurity Concierge Agent is a client-facing role responsible for delivering prompt, expert, and empathetic assistance to our clients. You’ll be the first point of contact for businesses facing cybersecurity concerns, ensuring they receive the best possible service and access to the resources they need. This is a remote, shift-based position designed to provide round-the-clock support.

Key Responsibilities
Client Support: Act as the first point of contact for clients, responding to cybersecurity-related queries primarily through Intercom.com chat. Provide additional support via phone and email as needed.

Incident Coordination: Triage client-reported security incidents, provide immediate guidance, and escalate complex issues to the appropriate experts or teams.

Resource Matching: Use Gini’s AI-powered platform to connect clients with the most suitable cybersecurity experts for their needs.

Consultation Assistance: Support clients in scheduling consultations, interpreting recommendations, and implementing tailored action plans.

Knowledge Sharing: Educate clients about best practices, security trends, and actionable steps to enhance their cybersecurity posture.

Documentation: Maintain accurate records of client interactions, incidents, and resolutions in the CRM system, including logs of chat, phone, and email communications.

Proactive Engagement: Monitor client accounts to identify potential risks or improvement opportunities and provide timely recommendations.

Collaboration: Work closely with internal teams, including sales, expert networks, and customer success, to ensure seamless client experiences.

Qualifications

Experience:
- 2+ years in a customer support, helpdesk, or similar role.
- Familiarity with cybersecurity concepts and terminology (e.g., phishing, malware, incident response, firewalls).
- Experience in a 24/7 support environment is a plus.

Skills:
- Strong problem-solving and critical-thinking skills.
- Excellent written and verbal communication abilities.
- Empathy and patience when working with non-technical users.
- Ability to prioritize and manage multiple client interactions effectively.

Technical Requirements:
- Basic knowledge of cybersecurity tools and technologies (e.g., antivirus, SIEM, VPNs).
- Proficiency with Intercom or similar chat-based platforms. Experience with CRM and ticketing systems (e.g., HubSpot, Zendesk) is a plus.

Certifications:
Relevant certifications such as CompTIA Security+, CEH, or similar are highly desirable but not mandatory.

Work Style:
- Ability to work independently in a remote, fast-paced environment.
- Flexible availability, including nights, weekends, and holidays to ensure 24/7 coverage.

What We Offer
- Competitive salary with shift differentials for overnight and weekend work.
- Comprehensive training on Gini’s platform, services, and cybersecurity best practices.
- Opportunities for professional growth and certifications in cybersecurity.
- Flexible, remote work environment with global team collaboration.
- The chance to make a real impact on the security of businesses worldwide.

How to Apply
If you’re passionate about cybersecurity and providing exceptional client support, we want to hear from you! Please submit your resume and a brief cover letter explaining why you’re a great fit for this role.

Gini is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.