Technical Support for a Cybersecurity Company (Remote)

MRF: 381512

Is This YOU? Then We Want to Meet You!
We’re looking for a Technical Support professional with at least 1 year of experience in Cybersecurity Technical Support. The ideal candidate can multitask efficiently, troubleshoot customer issues through chat, email, or calls, and deliver timely, high-quality resolutions.


Requirements
Years of Experience: 6+ months customer service or technical support required.
Software/platforms required: MS Teams, Salesforce, Bomgar, Dexter - not really required but preferred.

Skills and Experience Required:
"KEY TECHNICAL SKILLS, KNOWLEDGE and QUALIFICATIONS:
•        Minimum of high school diploma or equivalent required, post high school education preferred.
•        Technical certifications including A+,  Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications are highly desired.
•        6+ months customer service or sales experience required.
•        Ability to work on multiple projects and tasks simultaneously in an efficient manner.

Who We Are:
At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.

Your Mission Will Be To:

ESET Consumer Support Agents provide escalated technical product support to customers with and without licensing for ESET consumer products.

GOALS and OBJECTIVES:
•        Maintain the highest level of quality by resolving issues with the correct info in a timely manner.
•        Accurately identify and convert customers for ESET Home Advisors.
•        Strive to resolve customer issues with one-chat/one-call resolution.
•        Meet and exceed biannual goals set forth by Technical Support Management.

DUTIES and RESPONSIBILITIES:
•        Answer and address support chats/calls from customers.
•        Answer and address incoming emails and inbound calls from customers.
•        Take ownership of each issue assigned and effectively bring it to resolution or escalation according to any and all approved workflows communicated by Technical Support Management.
•        Ensure customer needs are met by ensuring customer awareness of relevant ESET products and services when appropriate.
•        Provide remote troubleshooting using BeyondTrust or ESET client-of-choice.
•        Ensure complete resolution of issue(s) in order to prevent customers having to contact us again.
•        Effectively troubleshoot, resolve and properly document support calls, chats, and cases.
•        Effectively execute transactions for paid services.
•        Work closely with other departments to resolve outstanding issues.
•        Assist in documenting solutions for our Knowledgebase for training and information purposes.
•        Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
•        Provide backup chat/case/call support for Customer Service volume when necessary.
•        Project a positive attitude and be a mentor for other employees.
•        Maintain a favorable image of ESET when interfacing with outside sources.
•        Accurately record and submit timesheets and paid time off requests.
•        Accurately track, log and otherwise tag support requests using the approved CRM, and/or other management-approved tools.

KEY TECHNICAL SKILLS, KNOWLEDGE and QUALIFICATIONS:
•        Minimum of high school diploma or equivalent required, post high school education preferred.
•        Technical certifications including A+,  Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications are highly desired.
•        6+ months customer service or sales experience required.
•        Ability to work on multiple projects and tasks simultaneously in an efficient manner.

KEY SUCCESS FACTORS:
•        Ability to work independently, with little supervision in a fast-paced environment.
• Customer-centric demeanor.
•        Critical thinking, problem-solving, and research skills are a must.
•        Must be able to adapt to every type of customer regardless of the computer skills they possess.

PERFORMANCE MEASURES:
•        Must pass calls, case and chat quality goals.
•        Must meet call/chat handling goals such as wrap-up, talk time, first contact resolution, and other stats.
•        Meet or exceed goals for customer satisfaction based on customer satisfaction surveys.
•        Must maintain team ownership requirements.
•        Must be able to adhere to assigned schedule.
•        Attend and participate in scheduled team meetings.

Tech Checklist - Gotta Have It!

• A reliable computer (at least with Windows 10 and i5 processor), a stable high-speed internet of 100 MBPS connection and back up for both.
• A quiet, cozy workspace to handle calls and chats like a pro.

Working Conditions:

• Must be available to work days, evenings, weekends, and holidays - as needed - to meet the demands of the department and our customers.
• Must have the flexibility to work overtime on short notice - as requested - by the management team.
• Must have a history of good attendance.
• HOOP: 5AM-3PM PT from MON-FRI

Click Here - Your First 30-60-90 Days at LTVplus: What to Expect

Note: ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED

Hiring Budget: Starting at $800 USD/month
Working Condition: Full time agent

Start your skill assessment by clicking here: 👉 Skill Assessment Form