Remote - Tier 1 Technical Support Representative

hace 3 días

Guadalajara, México Cloud Services A tiempo completo

Join an energetic team in one of the hottest growing sectors in software—cybersecurity. VIPRE Security Group, a part of Ziff Davis, Inc. (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, SafeSend, Inspired eLearning, Livedrive and SugarSync.

**Purpose**

**Essential Duties and Responsibilities**
- Promote and maintain a high quality, professional, service-oriented company image among internal and external customers.
- Educate and train customers on their VIPRE solutions.
- Provide excellent customer service and technical support via phone in an inbound call center.
- Facilitate any additional follow up, testing and troubleshooting
- Keep customer informed of how and when problems are resolved.
- Maintain high levels of customer satisfaction; proactively contact customers to verify that solutions are successful and that customers are pleased.
- Build and maintain solid working relationships with partner teams to provide pertinent product feedback from customers. (Product Specialists, Security Response, and Sales).
- Utilize Freshdesk to track tickets and maintain thorough and accurate case documentation.
- Must be an active listener who obsesses over customer satisfaction.
- Other duties as assigned by management.

**Qualifications**:

- Knowledge of Windows (including Server Editions) Operating Systems required
- Knowledge of Linux and Mac Operating Systems preferred
- Knowledge of Active Directory, Microsoft Exchange, and LAN/WAN Networking required
- In depth knowledge of any of the above is preferred
- Strong configuration and troubleshooting of hardware and software issues
- Should be a team player with excellent communication/written skills
- Minimum 2 years’ experience in Technical Support or related field required.
- Prior experience using and/or supporting SaaS or Cloud products a plus.
- Prior experience in an antivirus or anti-malware environment is a plus.
**Educational Experience**:Four-year college degree from an accredited institution or relevant work experience in lieu of a degree.

Ziff Davis, Inc. (NASDAQ: ZD) is a vertically focused digital media and internet company whose portfolio includes leading brands in technology, entertainment, shopping, health and wellness, cybersecurity, and martech.

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