Z
New
1 week ago
Job Summary
VIPRE Security Group is a leading provider of advanced security solutions and layered protection, purpose-built to safeguard people and businesses from today's most costly and malicious threats. Leveraging over twenty-five years of industry expertise, our award-winning security portfolio includes comprehensive cloud-based email, web, endpoint security and security awareness training delivered in simple, easy-to-use solutions combined with services which educate and help users to avoid small mistakes with big consequences.
- Minimum Qualification: Degree
- Experience Level: Mid level
- Experience Length: 2 years
Job Description/Requirements
Duties and Responsibilities:
- Respond to email tickets, phone calls and live chats to assist customers with a broad range of services
- Escalate issues to senior technical staff and respond to the customer when escalation resolutions are available.
- Track incidents on the helpdesk ticketing system
- Where time is available, perform other various assigned tasks, such as document creation, staff and customer training, process improvement etc.
Job Requirements and Experience:
- Fluent English Required - Second Language a bonus
- 2+ years experience in a customer support role.
- Proven technical knowledge of email and email-related technologies.
- Strong written and verbal communication skillsÂ
- Friendly, approachable disposition and confident manner.
- Basic IT knowledge (Networking, DNS, SMTP, Office Suite, Exchange 2013+, G Suite.)
- Well-structured way of working and troubleshooting/problem-solving ability
- Strong understanding and ability to prioritize tasks & service requests
- Working experience in technical support
- Ability to interact and consult with others in particular for de-escalation management
- Strong team player
- Strong motivation and willingness to learn and perform
- Autonomous & proactive working behavior
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