Technical Support – Business to Business
VIPRE Security Group
full-time
Posted on:
Location Type: Remote
Location: Philippines
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About the role
- 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
Requirements
- 3+ years recent work experience involving technical troubleshooting
- Strong technical skill set including LAN/WAN networking and router configuration
- Knowledgeable of VPN services, Email Servers and Office 365
- Experience in a call center/BPO industry, help desk or NOC environment
- Excellent spoken and written communication skills in English
- Self-motivated and works well within a team environment
- Minimum - High school and at least one professional technical certification
- Preferred - College diploma/University degree in technology related discipline
- Intermediate to advanced experience with Windows, MacOS or Linux operating systems/software
Benefits
- Competitive benefit package
- 24-hour x 365 days per year support organization
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical troubleshootingLAN networkingWAN networkingrouter configurationVPN servicesEmail ServersOffice 365Windows operating systemMacOSLinux
Soft skills
communication skillsempathyteamworkself-motivatedproblem-solvingcustomer engagementfollow-upanalytical skillspositive word choicesproactive identification
Certifications
professional technical certification