Technical Support for a Cybersecurity Company

LTVplus is hiring a remote Technical Support professional to handle cybersecurity-related customer inquiries and troubleshoot issues through chat, email, and calls. This role focuses on delivering timely, high-quality resolutions while documenting outcomes and supporting customers across multiple support channels.

Role Overview

In this full-time position within the Customer Service department and the APAC division, you will provide remote-first support for customers of LTVplus. Responsibilities include issue ownership, escalation when necessary, and maintaining accurate records in approved tools.

Key Responsibilities

• Answer and resolve customer support chats and calls.
• Respond to incoming emails and inbound calls from customers.
• Own each assigned issue and drive it to resolution or escalation using the workflows communicated by Technical Support Management.
• Help ensure customer needs are met by providing awareness of relevant products and services when appropriate.
• Perform remote troubleshooting using BeyondTrust.
• Ensure complete resolution of issues to prevent repeat contacts.
• Troubleshoot, resolve, and properly document support interactions, including calls, chats, and cases.
• Execute transactions for paid services when required.
• Work closely with other departments to resolve outstanding issues.
• Assist with documentation for the Knowledgebase for training and information purposes.
• Conduct remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
• Provide backup chat/case/call coverage for Customer Service volume as needed.
• Maintain a positive attitude, support other employees as a mentor, and represent the company favorably with outside sources.
• Accurately record and submit timesheets and paid time off requests.
• Track, log, and tag support requests using the approved CRM and/or other management-approved tools.

Required Qualifications

• 6+ months customer service or technical support experience is required.
• 6+ months customer service or sales experience is required.
• High school diploma or equivalent is required; post high school education is preferred.
• Ability to handle multiple projects and tasks simultaneously in an efficient manner.
• Technical certifications including A+, Network+, Security+, or Microsoft Desktop Support Engineer / Microsoft Certified Professional (MCP) are highly desired.
• Experience working with software/platforms such as MS Teams and Salesforce is required.
• Bomgar is required.
• Dexter is not required but preferred.

Technologies

• MS Teams
• Salesforce
• Bomgar
• BeyondTrust
• Dexter

Performance Measures

• Pass calls, case, and chat quality goals.
• Meet call and chat handling goals such as wrap-up, talk time, first contact resolution, and other statistics.
• Meet or exceed goals for customer satisfaction based on customer satisfaction surveys.
• Maintain team ownership requirements.
• Adhere to the assigned schedule.
• Attend and participate in scheduled team meetings.

Working Conditions

• Available to work days, evenings, weekends, and holidays as needed.
• Flexibility to work overtime on short notice when requested by management.
• History of good attendance is required.
• Schedule: 5AM-3PM PT, Mon-Fri.

Mission and Key Success Factors

• Maintain the highest level of quality by resolving issues with the correct information in a timely manner.
• Accurately identify and convert customers.
• Strive for one-chat/one-call style resolution.
• Meet and exceed biannual goals set by Technical Support Management.
• Work independently with little supervision in a fast-paced environment.
• Maintain a customer-centric demeanor and apply critical thinking, problem-solving, and research skills.
• Adapt to a range of customer needs regardless of computer skill level.

Hiring Details

• Location: Remote
• Work type: Full-time
• Department: Customer Service
• Division: APAC
• Salary: Starting at USD 800/month
• Education: High school diploma or equivalent

Tech Checklist

• A reliable computer (Windows 10 and i5 processor minimum)
• Stable high-speed internet connection (100 MBPS) and a backup
• A quiet workspace suitable for handling calls and chats

About LTVplus

LTVplus is a remote-first company with a team spread across the globe, emphasizing flexibility and diversity across its work.