HEROIC Cybersecurity (
HEROIC.com) is seeking a Tier 2 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 end-to-end customer support journey for inbound and outbound technical issues — diagnosing, troubleshooting, and resolving a wide range of 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 or SME for inbound and outbound client support, handling every interaction with professionalism, empathy, and care.
- Troubleshooting & Issue Resolution — Thoroughly investigate, diagnose, and resolve customer computer-related issues, applying advanced technical knowledge 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.
- Operational Flexibility & Project Support — Maintain availability across various shifts 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).
- Excellent verbal and written communication skills, with full English proficiency.
- Advanced understanding of computers, including troubleshooting and resolving complex technical issues.
- Access to a fast, reliable internet connection.
- Ability to work a minimum of 8 hours per day during US Central Time business hours (8:00 AM–5:00 PM CST) and be available on-call when needed.
Benefits
- Position Type: Full-time, Independent Contractor role
- Work Location: Remote from India. Work from anywhere you please!
- Compensation: $6/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.
About Us: HEROIC Cybersecurity ( HEROIC.com ) is building the future of cybersecurity. Unlike traditional cybersecurity solutions, HEROIC takes a predictive and proactive approach to intelligently secure our users before an attack or threat occurs. Our work environment is fast-paced, challenging and exciting. At HEROIC, you'll work with a team of passionate, engaged individuals dedicated to intelligently securing the technology of people all over the world.
