Technical Support Representative II

Client Support Clearwater, Florida


Description

Position at J2 Cloud Services

Tech Support Representative II - VIPRE Business

Join one of the fastest growing companies in cyber security technology. VIPRE Security is transforming the IT security landscape to combat the next generation of cyber-attacks.

Purpose

The Technical Support Representative (Tier 2) is responsible for providing technical support for VIPRE Business Products to end users and partners via phone, email and chat. The ideal candidate would be a customer focused individual with prior technical help desk/systems administrator experience and someone who can thrive in a dynamic, fast paced environment.

  • Responsible for reproducing, and confirming product defects as reported by our customers or found during testing. Requires a deep knowledge of VIPRE as well as the technologies being used within VIPRE and the environments VIPRE is used within.
  • Provide product training and act as a mentor to Tier 1 support technicians.
  • Resolve critical product escalations without collaborating with other internal departments; share knowledge of issues and corresponding resolutions or workarounds with partner teams (including, but not limited to, the creation of new knowledge base articles/solutions and procedures).
  • Promote and maintain a high quality, professional, service-oriented company image among internal and external customers.
  • Ability to logically troubleshoot to determine the root cause and present suggested solutions to remedy the situation. When a solution is not present must be able to recognize the impasse and escalate as needed.
  • Promote and maintain a high quality, professional, service-oriented company image among internal and external customers.
  • Provide installation services to clients.
  • Provide excellent customer service and technical support via phone in an inbound call center.
  • Maintain high levels of customer satisfaction; proactively contact customers to verify that solutions are successful and that customers are pleased.

Qualifications

Must be knowledgeable of the following:

  • Microsoft Operating Systems (Microsoft XP – Windows 10 including Server Editions)
  • Microsoft Exchange
  • Microsoft Active Directory
  • LAN/WAN Networking
  • TCP/IP, DNS, SMTP, LDAP
  • Antivirus / Endpoint Security
  • SaaS & Cloud Technologies
  • Understand SQL and be able to find solutions to simple/complex database related issues
  • Ability to read dump files
  • Adept with Wireshark, Netmon, and Autoruns
  • Minimum 2 years’ experience in Technical Support or related field required
  • Technology certifications preferred
  • MCSA, MCSE, MCITP, Network+, Security+, CCNA, or related certification is desirable as this role extends beyond the VIPRE product lines.
  • Four-year college degree from an accredited institution or relevant work experience in lieu of a degree.

Skills & Traits

  • Able to work independently in a fast-paced environment.
  • Ability to plan, prioritize, flex and adapt to change, and effectively multi-task.
  • Excellent communications skills (verbal and written).
  • Ability to demonstrate strong analytical and problem-solving skills
  • Strong customer service skills; ability to convey message in a clear and concise manner, set expectations and follow through on issues to keep customers regularly updated, as well as quickly build a rapport with customers.



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