Consumer Support Technician

CONSUMER SUPPORT TECHNICIAN - POSITION DESCRIPTION
We work 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™.
Our products help fight cybercriminals and protect customers by delivering innovative solutions that help keep families and businesses and their data, digital identity, employees, websites, email, and applications private and safe.
POSITION SUMMARY: As the primary support for our customers, Consumer Support Technicians take inbound calls and respond to emails/chats regarding our software. Consumer Support Technicians provide exceptional customer service through understanding customer needs and meeting their expectations in a timely manner. Consumer Support Technicians ensure the happiness and stickiness of our Consumer business through active listening and recognition of customer issues. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
IDEAL CANDIDATE:

• Patient and customer care focused
• Able to adapt/respond to different types of customer responses
• Knowledgeable in Anti-Virus/Anti-Malware software solutions
• Excellent spoken and written communication/presentation skills in English
• Exceptional phone contact handling skills and active listening
• Working knowledge of Windows, Mac, Android and iOS operating systems
• Ability to troubleshoot issues and work in a fast-paced environment
• Ability to multi-task, prioritize, and manage time effectively
• Self-motivated and works well within a team environment

KEY RESPONSIBILITIES:

• Manage significant volume of inbound calls
• Assist with customer orders, refunds, and license questions/problems
• Provide exceptional customer service through understanding customer needs and meeting their expectations in a timely manner
• Provide accurate, valid, and complete solutions by using the appropriate methods/tools
• Make every effort to apply customer retention strategies with cancellation requests
• Follow communication procedures, guidelines and policies
• Keep up-to-date with all communication that impacts the organization

EXPERIENCE:

• Has 3+ years recent work experience involving technical troubleshooting
• Work experience in a call center/BPO industry, help desk or NOC environment assisting customers through ticket, chat or phone interfaces
• Familiarity with CRM systems and practices (Zendesk preferred)

EDUCATION: Minimum - High school diploma and at least one professional technical certification

• A+ / Network+ / Security+

Preferred - College diploma/University degree in technology related discipline
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
• Practice deductive reasoning and problem-solving skills
• Prioritize tasks accurately and make decisions within established guidelines and policies

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

• Stable Internet connection
• Backup Internet source
• A location with reliable and stable power supply
• A Laptop or Desktop Computer with the following requirements:
  • Dual-processor computer capable of running Windows 7 or better (quad-core to run VM)
  • (Intel i3+ / AMD A8 or better highly recommended. Core2/duo, Celeron and Atom processors will tend to be too slow)
  • 4gb ram or more, with at least 1gb free (8gb total w/ 4gb free to run VM)
  • A hard drive that has at least 2gb of space remaining
  • A Computer monitor with a minimum resolution of 1280x760
  • A fully working keyboard and mouse
  • A working headset with microphone
  • The ability to share your screen so others can see what you are doing / demonstrating via Skype, TeamViewer, Google Meets, and SLACK

• Mobile phone capable of updating to latest iOS or Android OS