Provide first-level technical support via phone, chat and tickets; troubleshoot and reproduce customer issues; offer solutions, escalate when needed, and follow up. Monitor for emerging problems, participate in shift-based team operations, maintain documentation and stay current with internal communications and product knowledge.
The Opportunity
Join an energetic team in one of the hottest growing sectors in software—cybersecurity. Our team helps 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.
Key Responsibilities
- Provide technical support via phones, tickets, and live chat
- Engage customers via multiple interfaces
- 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
- 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
Job Qualifications
- 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
- 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
- Experience with the following is strongly preferred:
- VPN
- Office 365 / Google Workspace
- Virtual Machines
- Zendesk, Confluence and Jira
Education
- Minimum - High school and at least one professional technical certification
- Preferred - College diploma/University degree in technology related discipline
Working Condition / Requirements
- This is a full-time position with a competitive 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
About Vipre Security Group
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™.
About Ziff Davis
Ziff Davis (NASDAQ: ZD) is a vertically focused digital media and internet company whose portfolio includes leading brands in technology, shopping, gaming and entertainment, connectivity, health, cybersecurity, and martech. Today, Ziff Davis is focused on seven key verticals – Technology, Connectivity, Shopping, Entertainment, Health & Wellness, Cybersecurity and Marketing Technology. Its brands include IGN, Mashable, RetailMeNot, PCMag, Humble Bundle, Spiceworks, Ookla (Speedtest), RootMetrics, Everyday Health, BabyCenter, Moz, iContact and Vipre Security.
Our Benefits
Vipre Security group offers competitive salaries in addition to robust, health and wellness-focused benefits. We are committed to work-life balance with paid time off when you need it. At Ziff Davis, we remain dedicated to creating an environment where everyone feels valued, respected, and empowered to succeed. We offer Employee Resource Groups, company-sponsored events, and regular opportunities for professional growth through educational support, mentorship programs, and career development resources. Our employees are recognized and celebrated through employee engagement programs and recognition awards. If you're seeking a dynamic and collaborative work environment where you can see the direct impact of your performance and thrive both personally and professionally, then Vipre Security Group is the place for you.
Compensation Range
Ziff Davis provides a range for the base pay. Factors that may be used to determine your actual pay may include your specific job related knowledge, skills, experience, and geographic location. Individual pay within the compensation range for this business unit specific role is determined based on a variety of factors including experience, scope of the role, capabilities to perform the role, education and training, as well as business and company performance.
Ziff Davis is an Equal Opportunity Employer. At Ziff Davis, Diversity, Equity, and Inclusion (DEI) has always been about fairness, equal opportunity, and belonging. DEI enables us to attract and retain the best talent, regardless of background or circumstances, while enabling our thousands of employees worldwide to thrive. If you have a disability or learning difficulty that requires accommodation, please let us know by sending an email to [email protected]
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