Level 1 Technical Phone Support - VPN Services

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 behaviour 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™, SugarSync™, KeepItSafe™, LiveVault™ and OffsiteDataSync™.

Join our team and help us fight the cybercriminals and protect our customers by delivering innovative solutions that help keep families and businesses and their data, digital identity, employees, websites, email, and applications private and safe.

If you apply for the position, please include a RESUME with the following information:
Your contact information including address, city, postcode, phone number
Work history
Educational background
Skill sets
References that can be contacted and their contact details

IDEAL CANDIDATE:
? Patient and customer care focused
? Strong technical skill set
? Knowledgeable about VPN services
? 3+ years recent work experience involving technical troubleshooting
? Work experience in a call centre/BPO industry, help desk or NOC environment assisting customers through ticket and chat interfaces
? Excellent spoken and written communication skills in English
? Self-motivated and works well within a team environment

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

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
? 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:
? Technical troubleshooting and problem-solving in a work environment
? Primary use of spoken and written English in a work environment to interact with customers
? 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
? Experience with the following is strongly preferred:
? Online Media & Streaming Services
? Popular File Sharing Services
? VPN
? Router troubleshooting
? Network troubleshooting

EDUCATION:
Minimum - High school and at least one professional technical certification
Preferred - College diploma/University degree in technology related discipline

WORKING CONDITIONS/REQUIREMENTS:
This is currently a home-based position requiring a stable Internet connection, reliable power and adequate computing devices.

? This is a full-time permanent position with a benefit package
? This is a 24-hour x 365 days per year support organization
? The work week is 40 hours
? Schedules are static with 2 days off per week
? Schedules may involve holidays, weekends, day or evening shifts
? Requirements of home-based working environment
? Stable Internet connection
? Backup Internet source
? Minimum specs for computer: CPU maximum 5 years old, 8GB RAM, monitor resolution 1280x760
? Computer/laptop Operating System capable of updating to latest version of Windows, MacOS, Linux
? Working keyboard, mouse, headset with microphone
? Mobile phone capable of updating to latest iOS or Android OS

*this recruitment is primarily for a vacancy in the Phone Team