Cybersecurity Analyst

This position is ideal for individuals interested in combining their cybersecurity knowledge with hands-on customer engagement. You’ll respond to incoming security-related cases, educate customers, and help remediate issues like phishing, SPAM, identity theft, and fraud., * Respond to and resolve security incident tickets (25-60/day) with a focus on excellent customer experience

• Contact customers directly to assist with issues such as SPAM, phishing, vishing, identity theft, and fraud
• Educate and guide customers through resolving incidents and improving their cybersecurity posture
• Uphold and enforce Acceptable Use Policy
• Maintain accurate, professional communication and documentation throughout all interactions
• Engage in initial onboarding and training sessions covering CSA tools, email etiquette, identity theft, and more
• Adhere to daily productivity metrics and performance scorecards (accountability begins in month 2)
• Stay updated and committed to continuous learning in the cybersecurity space

• Strong customer service skills - able to calmly and professionally interact with customers in stressful situations
• Demonstrated interest in cybersecurity - ideally pursuing a career in the field or learning independently
• Basic understanding of networking concepts and common cybersecurity threats (SPAM, phishing, vishing, malware, etc.)
• High level of professionalism - must work from a distraction-free environment with no background noise
• Engaged, committed, and team-oriented mindset
• Excellent verbal and written communication skills, * Some experience (formal or informal) in cybersecurity or tech support
• Familiarity with customer interaction tools and ticketing systems
• Education or certifications related to cybersecurity (e.g., CompTIA Security+, networking courses, etc.)