Technical Support Engineer (Business to Business)

Description

Position at VIPRE Security Group

The Opportunity

Join an energetic team in one of the hottest growing sectors in software—cybersecurity. Our team helps fight the cybercriminals and protect our customers by delivering innovative solutions that help keep families and businesses and their data, digital identity, employees, websites, email, and applications private and safe.

Key Responsibilities

• Provide technical support via phones, tickets, and live chat
• Engage customers via multiple interfaces
• Practice empathy and positive word choices when communicating with customers
• Resolve first level issues by:
  • Determining the nature of the issue by identifying what the customer is trying to accomplish
  • Gathering information from the customer including steps that customer took
  • Attempting to reproduce reported issues
  • Analyzing the symptoms and where possible identi...