Offer summary

Qualifications:

Strong technical skills in LAN/WAN networking and router configuration., 3+ years of recent experience in technical troubleshooting and customer support., Excellent spoken and written communication skills in English., High school diploma with at least one professional technical certification, preferably a college diploma or university degree in a technology-related discipline..

Key responsibilities:

Provide technical support through phone, tickets, and live chat.

Engage with customers to identify and resolve issues effectively.

Communicate and follow up with customers, escalating unresolved issues as necessary.

Monitor for potential issues and participate in team problem-solving efforts.

Job description

Description

Position at VIPRE Security Group

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 centre/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: