Part-Time, Technical Support for a Cybersecurity Company

MRF: 779

Is This YOU? Then We Want to Meet You!

Requirements

6+ months of customer service or technical support required.

Software/platforms required: MS Teams, Salesforce, Bomgar, Dexter (not really required but preferred).

• Minimum of high school diploma or equivalent required, post high school education preferred.
• Technical certifications, including A+, Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications, are highly desired.
• 6+ months customer service or sales experience required.
• Ability to work on multiple projects and tasks simultaneously in an efficient manner.
  
  

Who We Are

At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.

GOALS And OBJECTIVES

Your Mission Will Be To:

• Maintain the highest level of quality by resolving issues with the correct info in a timely manner.
• Strive to resolve customer issues with one-chat/one-call resolution.
• Meet and exceed biannual goals set forth by Technical Support Management.
  
  

DUTIES And RESPONSIBILITIES

• Answer and address support chats/calls from customers.
• Answer and address incoming emails and inbound calls from customers.
• Take ownership of each issue assigned and effectively bring it to resolution or escalation according to any and all approved workflows communicated by Technical Support Management.
• Ensure customer needs are met by ensuring customer awareness of relevant Company products and services when appropriate.
• Provide remote troubleshooting using BeyondTrust or ESET client-of-choice.
• Ensure complete resolution of issue(s) in order to prevent customers having to contact us again.
• Effectively troubleshoot, resolve and properly document support calls, chats, and cases.
• Effectively execute transactions for paid services.
• Work closely with other departments to resolve outstanding issues.
• Assist in documenting solutions for our Knowledgebase for training and information purposes.
• Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
• Provide backup chat/case/call support for Customer Service volume when necessary.
• Project a positive attitude and be a mentor for other employees.
• Maintain a favorable image of the Company when interfacing with outside sources.
• Accurately record and submit timesheets and paid time off requests.
• Accurately track, log and otherwise tag support requests using the approved CRM, and/or other management-approved tools.
  
  

Key Success Factors

• Ability to work independently, with little supervision in a fast-paced environment.
• Customer-centric demeanor.
• Critical thinking, problem-solving, and research skills are a must.
• Must be able to adapt to every type of customer regardless of the computer skills they possess.
  
  

Performance Measures

• Must pass calls, case and chat quality goals.
• Must meet call/chat handling goals such as wrap-up, talk time, first contact resolution, and other stats.
• Meet or exceed goals for customer satisfaction based on customer satisfaction surveys.
• Must maintain team ownership requirements.
• Must be able to adhere to assigned schedule.
• Attend and participate in scheduled team meetings.
  
  

Competency Model

• Customer/Client Focus
• Upsell/Cross-sell
• Adaptability/Applied Learning
• Decision Making/Problem-Solving
• Initiative
• Productivity
• Quality Orientation
• Stress Tolerance
• Teamwork/Collaboration
  
  

Tech Checklist – Gotta Have It!

• A reliable computer (at least with an i5 processor) and a stable high-speed internet connection.
• A quiet, cozy workspace to handle calls and chats like a pro.
• Must be available to work days, evenings, weekends, and holidays - as needed - to meet the demands of the department and our customers.
• Must have the flexibility to work overtime on short notice - as requested - by the management team.
• Must have a history of good attendance.
• Must have Windows 10 or higher as the primary/backup device."
  
  

IMPORTANT: Internet Speed should be at least 100 MBPS and equipment should be Windows 10 or higher

Ready to use your skills to deliver top-tier service in a fast-paced and supportive environment?

Click Here - Your First 30-60-90 Days at LTVplus: What to Expect

Note: ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED