VIPRE Security Group

Support Engineer

• 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

Technical Support – Business to Business