HEROIC Cybersecurity (HEROIC.com) is seeking a Tier 1 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 first
response to inbound and outbound technical issues — diagnosing,
troubleshooting, and resolving common 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 for inbound and outbound customer support, handling
every interaction with professionalism, empathy, and care.
• Troubleshooting & Issue Resolution — Investigate,
diagnose, and resolve common customer computer-related issues; escalate complex
problems to Tier 2 with thorough handoff documentation 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.
• AI-Enabled Productivity — Leverage AI tools and
assistants (e.g., ChatGPT, Copilot, AI-powered ticketing or knowledge base
features) to accelerate troubleshooting, draft customer responses, summarize
tickets, and continuously improve personal efficiency and service quality.
• Operational Flexibility & Project Support — Work
various shifts, including weekends or rotating coverage, 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).
Intermediate AI skills with hands-on experience using AI tools in a professional setting (e.g., ChatGPT, Claude, Microsoft Copilot, Gemini) for tasks such as troubleshooting research, drafting communications, summarizing data, and improving day-to-day productivity.
Comfortable adopting and experimenting with new AI-powered features within support, productivity, and knowledge tools — and able to demonstrate how AI has improved past work outcomes.
Excellent verbal and written communication skills, with full English proficiency.
Solid understanding of computers, including troubleshooting and resolving common technical issues.
Access to a fast, reliable internet connection and a quiet, distraction-free workspace.
Availability to work various shifts, including weekends or rotating coverage.
Benefits
- Position Type: Full-time, Independent Contractor role
- Work Location: Remote from India. Work from anywhere you please!
- Compensation: $4/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.
