- Job title of nominated professional: Customer Support Engineer
- Company (where nominated professional or team is working): PhishMe, Inc.
- Website: http://www.phishme.com
- Company size (employees): 100 to 499
- Country: United States
- Headquarters Region: North America
In 3 bullets, summarize why this professional or team deserves recognition:
• Solved more than 31,000 tickets in 2017 while maintaining a Customer Satisfaction Rating (CSAT) of 99%.
• 75% of the incoming tickets were resolved within 24 hours, at an increase of 3% over the previous year.
• The fully remote team is globally dispersed, with Engineers located in the US, UK, Australia and Dubai, covering 24x6. During 2017, the Customer Support staff doubled to handle a tripled number of supported products.
• They reduced Median First Reply time by 20% (23 minutes) and Median Full Resolve time by approximately 10% (90 minutes) from 2016’s averages.
In less than 300 words, summarize the achievements of the professional or team in the nominated category
PhishMe is the leading provider of human-focused phishing defense solutions for organizations concerned about their susceptibility to today’s top attack vector — spear phishing. PhishMe’s intelligence-driven platform turns employees into an active line of defense by enabling them to identify, report and mitigate spear phishing, malware and drive-by threats. With large corporation data breaches on the rise, our support team understands that they are crucial in helping to keep client security education campaigns on track. They are a team of dedicated, honest, hardworking Engineers, doing whatever it takes to resolve our client’s issues, and fast.
Here are a handful of our favorite customer testimonials:
Perfect and express support. Faster than the flash!
I have had nothing less than a fantastic support experience with PhishMe. Thank you!
Great service! I didn’t have to wait on hold. I was connected immediately with a knowledgeable support tech who made sure I understood the answer to my question.
The help that we are receiving from PhishMe Support is just amazing!
Where is the VERY GOOD button?
PhishMe Support is OUTSTANDING! There hasn’t been an issue that you were not able to resolve for us. I really appreciate your professionalism and your ability to quickly resolve issues for us.
The PhishMe Customer Support Team has not only adapted to and accepted revolutionary changes, but they have embraced them.
Our Customer Support team’s philosophy is to exceed client expectations by providing live, human, support through fast and accurate resolutions. Through their phenomenal customer service, they provide our organization a strong competitive advantage and are vital to our success and represent our brand well. We are proud to nominate them for the Cybersecurity Excellence Award – Cybersecurity Team of the Year.