Consumer Support Technician

Client Support Clearwater, Florida


Description

Position at j2 Cloud Services

VIPRE, a brand of the j2 Cloud Services division of j2 Global, is the highest-rated, award-winning internet security solution protecting millions of businesses, solution providers and home users worldwide. Backed by cutting-edge machine learning, one of the world’s largest threat intelligence clouds and real-time behavior monitoring, VIPRE delivers unmatched protection against today’s most aggressive threats. Our headquarters is conveniently located in Clearwater, FL, just east of US 19 on State Road 60 across from the Clearwater Mall with free parking for all employees. Join our team and help us fight cybercriminals and protect against malware by delivering solutions that help keep users, websites, emails and applications safe with modern, innovative security technology.

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, complaints, and future product design that can solve both.

 

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Act as the primary support and voice 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 act as the voice of our customers and are expected to actively listen during calls and convert talking points to R&D stories and bugs
  • Consumer Support Technicians are expected to convert knowledge found during troubleshooting to public facing Knowledge Base Solutions for VIPRE
  • Consumer Support Technicians are expected to understand their troubleshooting limits and escalate tickets to Tier II as needed
  • Will be asked to take on additional duties and responsibilities by management on an as needed basis, must be flexible and accommodating to such requests

 

 

Qualifications:

  • Proven customer service skills
    • VIPRE prides itself on delivering a second to none customer experience with very high Customer Satisfaction goals (95%+)
    • Must be customer focused and demonstrate customer care through every interaction
  • Proven Operating System & Networking knowledge with:
    • Windows XP – Windows 10 knowledge required
    • Mac OSX knowledge preferred
    • Android & iOS knowledge also preferred
    • Windows networking knowledge preferred (VPN, IP, DNS)
  • Ability to troubleshoot issues and work in a fast-paced environment
    • This is a call center position which can experience high call volume
    • Meeting VIPRE KPI’s (Key Performance Indicators) is necessary to maintaining our corporate values and goals
  • Excellent written and verbal communication skills
    • VIPRE is a knowledge centered organization and believes that 99% of our calls have been asked and answered before
    • It is expected that Consumer Support Technicians will convert newly found knowledge to Knowledge Base Solutions in order to assist our customer base
  • Technology certifications preferred (or equivalent experience/education)
    • MCP (Microsoft Certified Professional)
    • Network+
    • Security+
  • Must be at least 18 years of age with a HS diploma or GED
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