Remote - Tier 1 Technical Support Representative

Client Support Guadalajara, Jalisco Remote - Mexico


Join an energetic team in one of the hottest growing sectors in software—cybersecurity. VIPRE Security Group, a part of Ziff Davis, Inc. (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™, SafeSend™, Inspired eLearning™, Livedrive™ and SugarSync™. 

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, emails and applications private and safe.


The Tier 1 Technical Support Representative 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.


Essential Duties and Responsibilities

  • Promote and maintain a high quality, professional, service-oriented company image among internal and external customers.
  • Educate and train customers on their VIPRE solutions.
  • Provide excellent customer service and technical support via phone in an inbound call center.
  • Facilitate any additional follow up, testing and troubleshooting
  • Keep customer informed of how and when problems are resolved.
  • Maintain high levels of customer satisfaction; proactively contact customers to verify that solutions are successful and that customers are pleased.
  • Build and maintain solid working relationships with partner teams to provide pertinent product feedback from customers. (Product Specialists, Security Response, and Sales).
  • Utilize Freshdesk to track tickets and maintain thorough and accurate case documentation.
  • Must be an active listener who obsesses over customer satisfaction.
  • Other duties as assigned by management.



  • Knowledge of Windows (including Server Editions) Operating Systems required
  • Knowledge of Linux and Mac Operating Systems preferred
  • Knowledge of Active Directory, Microsoft Exchange, and LAN/WAN Networking required
    • In depth knowledge of any of the above is preferred
  • Strong configuration and troubleshooting of hardware and software issues
  • Should be a team player with excellent communication/written skills
  • Minimum 2 years’ experience in Technical Support or related field required.
  • Prior experience using and/or supporting SaaS or Cloud products a plus.
  • Prior experience in an antivirus or anti-malware environment is a plus.

Educational Experience:  Four-year college degree from an accredited institution or relevant work experience in lieu of a degree.

Ziff Davis, Inc. (NASDAQ: ZD) is a vertically focused digital media and internet company whose portfolio includes leading brands in technology, entertainment, shopping, health and wellness, cybersecurity, and martech.