Description Being the provider of a great customer experience and understanding what SANS community wants from a Cyber Security Training Provider. To continuously improve our service levels by handling queries in an effective manner, problem solving, and finding a suitable solution while creating a positive working environment for all customers and colleagues. Key Responsibilities Operational First point of contact for all customer enquiries regarding SANS EMEA. Liaise with all SANS teams regionally and globally in relation to customer service issues, providing advice, guidance, and support to both sales team and clients across the EMEA region. Build rapport by interacting with customers, delegates via email and telephone, providing solutions that meet their expectations. Respond to customer requests in a timely manner via email or telephone. Logging, updating, and creating tasks through the ticketing system as and when required. Process payments over the telephone with customers. Checking invoices on behalf of billing and providing customer updates as required. Liaise with customers regarding all queries pertaining to events, registration, and payments. Provide basic technical support and account administration for SANS delegates across the EMEA region. Allocating leads to the sales team for verification. Occasional travel to London Events to assist the Event Managers and help with delegate registrations. Other Form key relationships with delegates and customers to ensure that they are receiving a world class service. Offer support internally to all departments across EMEA when required. The ability to communicate in French is essential for this role. Skills, Knowledge and Expertise Essential Skills Previous Customer Service experience. Ability to communicate in French and English, both written and verbal. 5 GCSEs, including Mathematics & English Language or equivalent. PC literate with good MS Office skills. Hardworking, positive, with a can do attitude. Excellent interpersonal skills. Good time management skills. A pro-active forward thinking team player. Effective communicator both written & oral to communicate globally across marketing and other departments. Ability to use own initiative and work independently. Highly organised, with a keen eye for detail. Efficient problem-solving skills. Not afraid to challenge the status quo. Ability to perform multiple activities simultaneously, within high pressure situations. Desirable Skills Previous experience of a pan EMEA role. Background and/or interest in Cyber Security or Training. About SANS Institute SANS Institute (SANS) launched in 1989 as a cooperative for information security thought leadership, it is SANS’ ongoing mission to empower cyber security professionals with the practical skills and knowledge they need to make our world a safer place. We fuel this effort with high quality training, certifications, scholarship academies, degree programs, cyber ranges, and resources to meet the needs of every cyber professional. Our data, research, and the top minds in cybersecurity collectively ensure that individuals and organizations have the actionable education and support they need. Join the SANS Team At SANS, our culture is defined by Mission, Brand, People. Our goal is to hire people who understand the importance of continuing to fight against the cyber security threats (Mission) while delivering the highest quality training (Brand) to our students. We want employees whose personal values align well with our culture of fairness, honesty, customer focus, and pragmatic approach (People).