Client Communication Specialist; Cybersecurity-Focused

Why This Role Matters

Tech Bit 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.

• 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 Net Extender—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.

• 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, Sonic Wall firewalls, dark‑web monitoring tools, Quick Books invoicing.

• 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 with subject line “Client Communication Specialist – [Your Name]”.

Tech Bit Solutions LLC is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.