Description

VIPRE Security Group is a leading provider of advanced security solutions and layered protection, purpose-built to safeguard people and businesses from today's most costly and malicious threats. Leveraging over twenty-five years of industry expertise, our award-winning security portfolio includes comprehensive cloud-based email, web, endpoint security and security awareness training delivered in simple, easy-to-use solutions combined with services which educate and help users to avoid small mistakes with big consequences.

Our technical support team not only solves issues and challenges but ensures our customers get the most and best out of products and services. A good candidate for this position will have excellent written and verbal skills, be people-friendly and have great technical knowledge of Cloud Security and related technologies.

The work environment is fast-paced, challenging, and FUN!, You will be working in the technical support environment with teammates around the world, in the innovative cloud services arena focusing on our Email Security products, Spam Filtering, Email Archiving, Email Encryption, Web Security & Endpoint etc.

Job Duties:

• Respond to email tickets, phone calls and live chats to assist customers with a broad range of services
• Escalate issues to senior technical staff and respond to the customer when escalation resolutions are available.
• Track incidents on the helpdesk ticketing system
• Where time is available, perform other various assigned tasks, such as document creation, staff and customer training, process improvement etc.

Job Requirements and Experience:

• Fluent English Required - Second Language a bonus
• 2+ years experience in a customer support role.
• Proven technical knowledge of email and email-related technologies.
• Strong written and verbal communication skills 
• Friendly, approachable disposition and confident manner.
• Basic IT knowledge (Networking, DNS, SMTP, Office Suite, Exchange 2013+, G Suite.)
• Well-structured way of working and troubleshooting/problem-solving ability
• Strong understanding and ability to prioritize tasks & service requests
• Working experience in technical support
• Ability to interact and consult with others in particular for de-escalation management
• Strong team player
  Strong motivation and willingness to learn and perform
• Autonomous & proactive working behavior