Rubris Inc.

Client Services Representative

• Provide timeline and professional support to customers through multiple channels (email, ticketing system, phone)
• Troubleshoot software-related issues, guide users through steps to resolve problems, and escalate more complex issues to higher-level support when necessary
• Assist customers with onboarding, product setup, and usage guidance, ensuring a smooth client experience
• Resolve user questions and issues by using your knowledge of the system or escalating the user ticket to one of our product teams for resolution
• Diagnose and resolve common issues related to software functionality and performance
• Work closely with our technical teams to stay current on product updates, new features, and common troubleshooting steps
• Provide clear instructions and documentation to users to help them resolve issues independently when applicable
• Contribute to the development and maintenance of our internal knowledge base and client-facing documents
• Assist in maintaining support documentation is accurate, up-to-date, and easy to understand
• Create, track, and manage tickets in the support system, ensuring timely follow-up and resolution
• Help prioritize tickets based on urgency, escalating issues appropriately to maintain service level agreements (SLAs)
• Participate in team meetings to discuss trends, best practices, and areas for improvement as it relates to both our help desk process and software
• Collect and document feedback from clients to help identify common issues, feature requests, or potential improvements in the product or support processes
• Act as a brand ambassador for our company, ensuring every interaction reflects our values and mission statement
• Ensuring our customers feel heard and valued by fostering a positive and empathetic interaction
• Proactively manage and reduce customer wait times, ensuring efficient ticket resolutions
• Work within internal SLAs and KPIs by resolving issues within the required time frames

Client Support Associate

Security Engineer

• Manage certification frameworks, including CMMC, NIST, and SOC 2
• Assist the Company to successfully achieve compliance with applicable security certifications
• Develop, track, and maintain security and compliance policy documents
• Build and maintain controls documentation aligned with multiple compliance frameworks and standards
• Ensure ongoing compliance with the Company’s information security policies and procedures and ensure controls are implemented
• Develop IT security standards, best-practice implementations, and systems to ensure enterprise information system security
• Identify acceptable levels of risk and establish roles and responsibilities for information classification and protection
• Maintain security policies and procedures
• Evaluate risk and develop security standards, procedures, and controls with a mindset of continuous process improvement
• Analyze and review system configurations for security vulnerabilities
• Monitor Company security vulnerabilities
• Assist with remediation of escalated incident tickets and review completed tickets for accuracy and sufficiency
• Conduct vendor security assessments and support the Company’s vendor management program
• Coordinate security and compliance technology development requests
• Coordinate with external IT service providers on security and compliance matters, including device configuration, application management, and security updates
• Attend Security Committee meetings and draft meeting minutes
• Coordinate Security Committee meetings and maintain records of activities
• Communicate cybersecurity risks to senior management through reports, presentations, metrics, and documentation
• Conduct security awareness training and assist with publishing security bulletins and advisories
• Design and conduct testing of data security controls, including simulated events and phishing exercises
• Provide security guidance and training to Company employees
• Provide security guidance for IT projects, including evaluation and recommendation of technical controls

Client Support Associate

IT Security Manager