Join an energetic team in one of the hottest growing sectors in software—Cybersecurity.

Excel Micro strives to be a trusted cybersecurity distributor with strict focus on premium solutions protecting organizations from today’s threats. Our team delivers over 30 years of technology experience offering a personal touch to distribution growing with our partners and customers. Excel Micro provides dedicated account managers and in-house support staff available anytime by phone or email educating our partners and customers on the best approach to layered security. Excel Micro is part of Ziff Davis, Inc. www.excelmicro.com.

Join our team and help us fight the cybercriminals and protect our customers by delivering innovative solutions that help businesses and their data, digital identity, employees, websites, emails, and applications private and safe.

Tier 1 Product Support Specialist

The Tier 1 Product Support Specialist is responsible for providing technical support for multiple security products to partners and direct customers via phone, and email. The ideal candidate must have excellent communication skills both written and verbal. The representative must be a customer focused individual with the ability to work alone and together with a team. Having prior technical help desk/systems administrator experience is a plus for someone who can thrive in our 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 security solutions providing excellent customer service and technical support via our inbound call center and/or our ticketing system.

●        Keep customer informed of how and when problems are resolved by facilitating any additional follow up, testing and troubleshooting

●        Build and maintain solid working relationships with internal teams to provide pertinent product feedback from customers. (Product Specialists, Engineers, and Sales).

●        Utilize helpdesk ticketing system to create and track all tickets and strive to resolve the issue on the first attempt

●        Work with senior staff to resolve any issues that are beyond your control including Ticket Escalation to one of our many product vendors. Provide updates to our clients and resellers within the allotted SLA.

●        Take part in eLearning, and training of new products, and vendors when available.

●        Maintain thorough and accurate case documentation.

●        Must be an active listener who obsesses over customer satisfaction.

●        Other duties as assigned by management.

Qualifications:

●        General understanding of communication networking components preferred

●        Knowledge of Active Directory, Microsoft Exchange, and LAN/WAN Networking preferred

●        Should be a team player with excellent communication/written skills

●        Prior experience using and/or supporting SaaS or Cloud products is a plus.

●        Due to the Remote nature of the Job, candidates are required to have reliable internet, utilize a headset and sit at a workstation for extended periods to assist our clientele.

●        The employee will have a set schedule upon time of hire. May be required to be flexible on hours during work week.

●        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.

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