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 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 they took.
- Attempting to reproduce reported issues.
- Analyzing symptoms and identifying the underlying problem where possible.
- Offering relevant troubleshooting steps and/or solutions.
- Directing customers to appropriate help articles.
- Communicating and following up with customers.
- Escalating 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, identifying problems and making recommendations regarding solutions.
- Keep up to date with all communication that impacts the organization.
Job Qualifications
- Proficiency in English interpersonal and communication skills, both written and verbal.
- Demonstrated 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 reliably available to work scheduled shifts.
- Work well independently and as part of a team.
- Adapt to change.
- Resolve conflict effectively.
- Accept constructive criticism to enhance 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 of recent work experience in 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.
Education
- Minimum – High school and at least one professional technical certification.
- Preferred – College diploma / University degree in a technology‑related discipline.
Working Condition / Requirements
- This is a full‑time position with a competitive benefit package.
- 24‑hour, 365 days per year support organization.
- Work week is 40 hours.
- Schedules are static with 2 days off per week.
- Schedules may involve holidays, weekends, day, or evening shifts.
Our Benefits
Competitive salaries, health and wellness‑focused benefits, paid time off, employee resource groups, company‑sponsored events, educational support, mentorship programs, career development resources, employee engagement programs, and recognition awards.
Compensation Range
The base pay range is determined based on job‑related knowledge, skills, experience, location, scope of the role, capabilities, education, training, and business performance.
Ziff Davis is an Equal Opportunity Employer. At Ziff Davis, Diversity, Equity, and Inclusion (DEI) is about fairness, equal opportunity, and belonging. If you have a disability or learning difficulty that requires accommodation, please contact HR@vipre.com.
