Technical Support Engineer – Business to Business

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VIPRE Security Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

Cybersecurity • SaaS • Enterprise

VIPRE Security Group is a provider of advanced cybersecurity solutions for both home and business users. The company offers a range of products designed to protect against sophisticated cyber threats, including antivirus software, endpoint security, email security solutions, and security awareness training. VIPRE emphasizes customizable security solutions that cater to the specific needs of small to medium enterprises (SMEs) as well as larger organizations, providing next-generation technology to ensure data protection and threat intelligence. With over 25 years of experience, VIPRE Security Group is recognized for its efficient and cost-effective cloud-based security solutions, including Endpoint Detection and Response (EDR) and Managed Detection and Response (MDR). Their services are complemented by security awareness training programs to prevent cyber threats through informed user behavior, making VIPRE a comprehensive choice in the cybersecurity landscape.

📋 Description

• Provide technical support via phones, tickets, and live chat • Engage customers via multiple interfaces • Practice empathy and positive words 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 identifying the underlying problem • Offering relevant troubleshooting steps and/or solutions • Directing customers to appropriate help articles • Communicate and follow-up with customers • Escalate unresolved issues to second level support with appropriate detail • Monitor for and proactively identify potential or emerging issues • Participate as an integral member of the shift-based team problems and make recommendations regarding solutions • Keep up to date with all communication that impacts the organization

🎯 Requirements

• Proficiency in English interpersonal/communication skills, both written and verbal • Demonstrate empathy, patience and understanding in stressful situations • Enjoy solving problems for customers • Cultivate respectful relationships with colleagues • Maintain consistency in attendance, time management, attention to detail, and commitment • Be unconditionally reliable and available to work scheduled shifts • Work well independently and as part of a team • Adapt to change • Resolve conflict effectively • Accept constructive criticism for enhancement of knowledge and skills • Learn new skills in a timely manner without sacrificing existing responsibilities • Expand deductive reasoning and problem-solving skills • Prioritize tasks accurately and make decisions within established guidelines and policies • 3+ years recent work experience technical troubleshooting and problem-solving • Primary use of spoken and written English in a work environment focused on customer interactions • Customer service experience in a technical support position • Intermediate to advanced experience with Windows, MacOS or Linux operating systems/software • Knowledge and/or use of commonly used Internet Protocols • Internet ready device knowledge and associated applications • Experience with the following is strongly preferred: VPN, Office 365 / Google Workspace, Virtual Machines, Zendesk, Confluence and Jira

🏖️ Benefits

• Competitive salary • Health and wellness-focused benefits • Paid time off • Employee Resource Groups • Company-sponsored events • Professional growth through educational support and mentorship programs • Recognition awards