HEROIC Cybersecurity (HEROIC.com) is seeking a Tier 2 Technical Support Specialist to deliver expert, customer-focused technical support that keeps our customers’ technology running securely and seamlessly. This role sits at the frontline of the HEROIC customer experience — directly influencing satisfaction, retention, and trust in our brand.
This role owns the end-to-end customer support journey for inbound and outbound technical issues — diagnosing, troubleshooting, and resolving a wide range of computer-related problems while maintaining detailed documentation, SLA compliance, and an exceptional customer experience across every interaction.
Responsibilities:
Frontline Technical Support — Serve as the primary point of contact or SME for inbound and outbound client support, handling every interaction with professionalism, empathy, and care.
Troubleshooting & Issue Resolution — Thoroughly investigate, diagnose, and resolve customer computer-related issues, applying advanced technical knowledge to minimize downtime and restore service quickly.
Ticket & Queue Management — Monitor and manage the support ticketing queue, ensuring all customer requests are addressed promptly, thoroughly, and within defined service expectations.
Documentation & Knowledge Capture — Maintain detailed, accurate records of all work performed, supporting consistency, traceability, and continuous improvement of support practices.
Customer Experience & Quality Standards — Sustain a minimum of 90% CSAT and 90% QA ratings by delivering an exceptionally positive experience for every HEROIC customer.
Operational Flexibility & Project Support — Maintain availability across various shifts and contribute to ongoing and short-term projects as directed by management to support evolving business needs.
Compliance & Professional Standards — Adhere to all company policies, procedures, and business ethics codes, upholding HEROIC's standards of integrity, security, and service.
Requirements
Previous experience in a technical support or helpdesk role, with a proven track record of resolving customer issues effectively.
Knowledgeable in core support tools, including ticketing systems, remote support and screen-sharing platforms, knowledge base systems, and communication tools (e.g., Slack, email, voice).
Excellent verbal and written communication skills, with full English proficiency.
Advanced understanding of computers, including troubleshooting and resolving complex technical issues.
Access to a fast, reliable internet connection.
Ability to work a minimum of 8 hours per day during US Central Time business hours (8:00 AM–5:00 PM CST) and be available on-call when needed.
Benefits
- Position Type: Full-time, Independent Contractor role
- Work Location: Remote from India. Work from anywhere you please!
- Compensation: $6/hr. depending on experience
- Other benefits: National Holidays + PTOs
- Professional Growth: Amazing upward mobility in a rapidly expanding company.
- Innovative Culture: Be part of a team that leverages AI and cutting-edge technologies.
HEROIC Pune, Mahārāshtra, IND Office
Pune, India
