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About the Role
As part of the Case Management team at Perseus, you will be a primary point of contact for clients needing immediate assistance during cyber incidents. You will help guide companies through IT crises and enhance our service.
Responsibilities
- Coordinate incoming and ongoing incident cases, serving as the main contact for clients, service providers, and partners.
- Conduct initial consultations with affected clients alongside Incident Responders or Forensic Experts to align technical and organizational requirements.
- Be one of the first responders on our cyber emergency hotline during core hours (9 AM - 6 PM), providing calm and empathetic support to clients facing IT and security incidents.
- Maintain regular communication with clients and partners throughout the entire incident process.
- Document incoming incidents thoroughly, qualify them, and ensure all internal and external stakeholders are well-informed.
- Ensure adherence to our standards and partner requirements, including deadlines and documentation obligations.
- Guarantee consistently high service satisfaction and actively contribute improvement suggestions.
Requirements
- Prioritize excellent customer service, even in difficult situations.
- Communicate clearly, friendly, and solution-oriented, both verbally and in writing.
- View stressful periods as challenges rather than problems.
- Possess a good sense of priorities and familiarity with common project management tools (e.g., capacity planning, prioritization, follow-ups).
- Speak and write German and English at a negotiation level; other languages are a plus.
- Be eager to learn, acquire new knowledge, and quickly adapt to new tools and processes.
- Have prior experience in incident, customer, or escalation management.
- Be familiar with common software solutions (e.g., Jira, Microsoft Office, VoIP telephony).
- Basic technical exposure to IT forensics or incident response is desirable and may lead to supporting the forensics team with tasks like data backups or simple email analyses.
Skills
- Customer Service
- Communication
- Problem-Solving
- Prioritization
- Project Management Tools
- German
- English
- Adaptability
- Incident Management
- Customer Management
- Escalation Management
- Jira
- Microsoft Office
- VoIP Telephony
- IT Forensics
- Incident Response
Location
- Berlin
- Remote
Work Type
- Full-time
- Hybrid
- Remote
Experience Level
- Professional
Benefits
- EdenRed card
- Mobility budget for Berlin location
- Team events
About the Company
- Perseus Technologies, founded in Berlin in 2017, specializes in protecting companies from cyber threats, particularly small and medium-sized enterprises.
- Our goal is to help businesses identify, assess, and effectively minimize digital risks.
- We offer a holistic cybersecurity service encompassing technical and organizational aspects, including risk assessments, online training, phishing simulations, and 24/7 cyber emergency support.
- Many of our solutions integrate easily into existing structures, aiding companies in building a sustainable security culture.
- We work closely with the insurance industry and are represented in approximately every second cyber insurance policy in the German market.
- We are a team of about 35 employees from various nations.
- Our name is inspired by Greek mythology; like the hero Perseus, we tackle new digital challenges daily with determination, pragmatism, and a strong team.