24/7 Technical Support (Business to Business)

Description

Join an energetic team in one of the hottest growing sectors in software—cybersecurity. VIPRE Security Group, a part of Ziff Davis (NASDAQ: ZD), is a global, highly rated, award-winning security, privacy and data protection company protecting millions of consumers and businesses supporting some of the largest brands. Backed by cutting-edge machine learning, one of the world’s largest threat intelligence clouds and real-time behavior monitoring, the VIPRE Security Group delivers unmatched protection against today’s most aggressive threats. The group operates under various brands, VIPRE™, STRONGVPN™, IPVANISH™, Inspired eLearning™, Livedrive™, and SugarSync™.

Our team helps fight the cybercriminals and protect our customers by delivering innovative solutions that help keep families and businesses and their data, digital identity, employees, websites, email, and applications private and safe.

IDEAL CANDIDATE:

• Patient and customer care focused
• Strong technical skill set including LAN/WAN networking and router configuration
• Knowledgeable of VPN services, Email Servers and Office 365
• 3+ years recent work experience involving technical troubleshooting
• Work experience in a call center/BPO industry, help desk or NOC environment assisting customers through ticket, chat or phone interfaces
• Excellent spoken and written communication skills in English
• Self-motivated and works well within a team environment

RESPONSIBILITIES:

• Provide technical support via phones, tickets, and live chat
• Engage customers via multiple interfaces
• Practice empathy and positive words choices when communicating with customers
• Resolve first level issues by:
  • Determining the nature of the issue by identifying what the customer is trying to accomplish
  • Gathering information from the customer including steps that customer took
  • Attempting to reproduce reported issues
  • Analyzing the symptoms and where possible identifying the underlying problem
  • Offering relevant troubleshooting steps and/or solutions
  • Directing customers to appropriate help articles
  • Communicate and follow-up with customers
• Escalate unresolved issues to second level support with appropriate detail
• Monitor for and proactively identify potential or emerging issues
• Participate as an integral member of the shift-based team problems and make recommendations regarding solutions
• Keep up to date with all communication that impacts the organization

REQUIRED PERSONAL SKILLS AND ATTRIBUTES:

• Proficiency in English interpersonal/communication skills, both written and verbal
• Demonstrate empathy, patience and understanding in stressful situations
• Enjoy solving problems for customers
• Cultivate respectful relationships with colleagues
• Maintain consistency in attendance, time management, attention to detail, and commitment
• Be unconditionally reliable and available to work scheduled shifts
• Work well independently and as part of a team
• Adapt to change
• Resolve conflict effectively
• Accept constructive criticism for enhancement of knowledge and skills
• Learn new skills in a timely manner without sacrificing existing responsibilities
• Expand deductive reasoning and problem-solving skills
• Prioritize tasks accurately and make decisions within established guidelines and policies

EXPERIENCE:

• 3+ years recent work experience technical troubleshooting and problem-solving
• Primary use of spoken and written English in a work environment focused on customer interactions
• Customer service experience in a technical support position
• Intermediate to advanced experience with Windows, MacOS or Linux operating systems/software
• Knowledge and/or use of commonly used Internet Protocols
• Internet ready device knowledge and associated applications

Experience with the following is strongly preferred:

• VPN
• Office 365 / Google Workspace
• Virtual Machines 
• Zendesk, Confluence and Jira

EDUCATION:

Minimum - High school and at least one professional technical certification

Preferred - College diploma/University degree in technology related discipline

WORKING CONDITIONS/REQUIREMENTS:

• This is a full-time position with a competitive benefit package
• This is a 24-hour x 365 days per year support organization
• The work week is 40 hours
• Schedules are static with 2 days off per week
• Schedules may involve holidays, weekends, day, or evening shifts

This is a home-based position requiring a stable Internet connection, a backup internet source when needed and reliable power.