Jobs for People with MS: National MS Society

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Corporate Overview

Proofpoint is a leading cybersecurity company protecting organizations’ greatest assets and biggest risks: vulnerabilities in people. With an integrated suite of cloud-based solutions, Proofpoint helps companies around the world stop targeted threats, safeguard their data, and make their users more resilient against cyber-attacks. Leading organizations of all sizes, including more than half of the Fortune 1000, rely on Proofpoint for people-centric security and compliance solutions mitigating their most critical risks across email, the cloud, social media, and the web.

We are singularly devoted to helping our customers protect their greatest assets and biggest security risk: their people. That’s why we’re a leader in next-generation cybersecurity.

Protection Starts with People.

As a member of the Global Support Organization, this will ensure customers receive outstanding service as well as take charge and respond to service outages as well as managing a small team. This person serves as the communication focal point for the customer and oversees all resolution efforts from the initial problem identification to post-mortem analysis including translation into Japanese language where required. The role also acts as a customer advocate to help drive improvements in all aspects of Proofpoint's business, including Customer Service, Professional Services, Product, Engineering and Partner Management.

Your day-to-day

• Facilitate queue prioritization and assist engineers when required

• Manage a small local support team providing coaching, training, and development opportunities

• Develop and implement support strategies to improve customer satisfaction and reduce response times

• Manage shift rotations and provide coverage where gaps exist

• Partner engagement – for key partners to raise the overall support experience of our customers

• Act as an Escalation point for critical customer situations

• Leverage the internal, cross-functional community to drive critical situations to resolution

• Provide customer facing updates and internal reporting

• Lead cross-departmental process improvement to maximize customer retention

• Drive process improvement as part of the overall customer success group

• Provide post-escalation analysis reporting that will capture and help drive process improvements throughout the organization.

• Coordinate and research incident root cause and generate customer facing cause analysis document in both English and Japanese

• Evaluate customer request for service level agreement violations

• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

• Participate in on-call managerial support 24x7 rotation as assigned.

• Manage customer dissatisfaction and work to return customer to a promoter

What you bring to the team

• Highly proficient in both written and spoken English & Japanese

• Bachelor’s Degree or relevant work experience

• Extensive customer service experience with escalation management background

• Familiarity with Linux command line and environments

• Good understanding of Database and SaaS applications

• An accomplished communicator and influencer, able to work with customers, users, senior level management, sales and peers

• Strong business and management acumen

• Possess the ability to resolve issues and conflicts, as well as be able to take ownership in challenging situations

• Strong ability to independently debug broad, complex system environments involving multiple configurations and protocols

• Knowledge of email privacy/protection, cloud services, software as a service (SaaS) is preferred

• ITIL Service Management experience is a plus

• Experience with next-generation support models, including but not limited to, email, phone, social media, communities, chat etc.

Why Proofpoint

Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We’re a customer-focused and a driven-to-win organization with leading-edge products. We are an inclusive, diverse, multinational company that believes in culture fit, but more importantly ‘culture-add’, and we strongly encourage people from all walks of life to apply.

We believe in hiring the best and the brightest to help cultivate our culture of collaboration and appreciation. Apply today and explore your future at Proofpoint! #LifeAtProofpoint

#LI-PC1

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Proofpoint has been honored with five Best Places to Work Awards in 2024 by workplace culture leader Comparably, including Best Company Outlook, Best Global Culture, Best Engineering Teams, Best Sales Teams, and Best HR Teams.

To view additional awards, please visit www.proofpoint.com/us/news#awards

Proofpoint thrives on the invaluable contributions of our diverse workforce, which encompasses a kaleidoscope of lived experiences, thoughts, perspectives, and professional expertise. We attribute much of our success to our people, who are at the core of our organization and embody our people-centric ethos.

We hire the most innovative minds globally to safeguard our customers’ sensitive data and intellectual property. Our talented workforce develops and leverages our advanced technology, combining their expertise to provide comprehensive protection against threat actors and mitigate the risks posed by both malicious and negligent employees.

Cyberattacks have the potential to disrupt access to vital resources such as energy, water, transportation, healthcare, and financial services. At Proofpoint, our dedicated team works tirelessly to ensure world-class cyber resilience, protecting approximately 8,000 enterprise customers worldwide.

We are committed to creating a diverse, equitable, and inclusive environment. We work every day to ensure that our employees feel that they are in a community that celebrates their unique identity, cultivates their sense of belonging, and invests in their professional growth. We have 9 employee-led employee inclusion groups which help support both employees and our organization by providing opportunities to network, discuss career and cultural development and uplift the corporate culture to create a more inclusive workplace.

At Proofpoint, we have a passion for protecting people, data, and brands from today’s advanced threats and compliance risks. We hire the best people in the business to:

• Build and enhance our proven security platform

• Blend innovation and speed in a constantly evolving cloud architecture

• Analyze new threats and offer deep insight through data-driven intel

• Collaborate with customers to help solve their toughest security challenges

   

We are singularly devoted to helping our customers protect what matters most. That’s why we’re a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.

Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.