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1 month ago

Job Summary

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

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description/Requirements

Duties and  Responsibilities:

  • Provide technical support via phones, tickets, and live chat
  • Provide billing support via phones, tickets, and live chat
  • Engage customers via multiple interfaces
  • Interact, simultaneously, with multiple customers when in the chat interface
  • 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
  • Make every effort to exercise customer retention strategies with cancellation requests
  • 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


REQUIRED PERSONAL SKILLS AND ATTRIBUTES:

  • Proficiency in English interpersonal/communication skills, both written and verbal
  • Demonstrate empathy, patience and understanding in stressful situations
  • Enjoy solving problems for customers
  • Cultivate respectful relationships with colleagues
  • Maintain consistency in attendance, time management, attention to detail, and commitment
  • Be unconditionally reliable and available to work scheduled shifts
  • Work well independently and as part of a team
  • Adapt to change
  • Resolve conflict effectively
  • Accept constructive criticism for enhancement of knowledge and skills
  • Learn new skills in a timely manner without sacrificing existing responsibilities
  • Expand deductive reasoning and problem-solving skills
  • Prioritize tasks accurately and make decisions within established guidelines and policies


EXPERIENCE:

  • 3+ years recent work experience technical troubleshooting and problem-solving
  • Primary use of spoken and written English in a work environment focused on customer interactions
  • Customer service experience in a technical support position
  • Intermediate to advanced experience with Windows, MacOS or Linux operating systems/software
  • Knowledge and/or use of commonly used Internet Protocols
  • Internet ready device knowledge and associated applications

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