Join an energetic team in one of the hottest growing sectors in software—cybersecurity. VIPRE Security Group, a part of Ziff Davis (NASDAQ: ZD), is a global, highly rated, award-winning security, privacy and data protection company protecting millions of consumers and businesses supporting some of the largest brands. Backed by cutting-edge machine learning, one of the world’s largest threat intelligence clouds and real-time behavior monitoring, the VIPRE Security Group delivers unmatched protection against today’s most aggressive threats. The group operates under various brands, VIPRE™, STRONGVPN™, IPVANISH™, Inspired eLearning™, Livedrive™, and SugarSync™. Our team helps fight the cybercriminals and protect our customers by delivering innovative solutions that help keep families and businesses and their data, digital identity, employees, websites, email, and applications private and safe. IDEAL CANDIDATE:Patient and customer care focusedStrong technical skill set including LAN/WAN networking and router configurationKnowledgeable of VPN services, Email Servers and Office 3653+ years recent work experience involving technical troubleshootingWork experience in a call centre/BPO industry, help desk or NOC environment assisting customers through ticket, chat or phone interfacesExcellent spoken and written communication skills in EnglishSelf-motivated and works well within a team environment RESPONSIBILITIES:Provide technical support via phones, tickets, and live chatEngage customers via multiple interfacesPractice empathy and positive words choices when communicating with customersResolve first level issues by:Determining the nature of the issue by identifying what the customer is trying to accomplishGathering information from the customer including steps that customer tookAttempting to reproduce reported issues Analyzing the symptoms and where possible identifying the underlying problemOffering relevant troubleshooting steps and/or solutionsDirecting customers to appropriate help articlesCommunicate and follow-up with customersEscalate unresolved issues to second level support with appropriate detailMonitor for and proactively identify potential or emerging issuesParticipate as an integral member of the shift-based team problems and make recommendations regarding solutionsKeep up to date with all communication that impacts the organization REQUIRED PERSONAL SKILLS AND ATTRIBUTES:Proficiency in English interpersonal/communication skills, both written and verbalDemonstrate empathy, patience and understanding in stressful situationsEnjoy solving problems for customersCultivate respectful relationships with colleaguesMaintain consistency in attendance, time management, attention to detail, and commitmentBe unconditionally reliable and available to work scheduled shiftsWork well independently and as part of a teamAdapt to changeResolve conflict effectivelyAccept constructive criticism for enhancement of knowledge and skillsLearn new skills in a timely manner without sacrificing existing responsibilitiesExpand deductive reasoning and problem-solving skillsPrioritize tasks accurately and make decisions within established guidelines and policies EXPERIENCE:3+ years recent work experience technical troubleshooting and problem-solvingPrimary use of spoken and written English in a work environment focused on customer interactionsCustomer service experience in a technical support positionIntermediate to advanced experience with Windows, MacOS or Linux operating systems/softwareKnowledge and/or use of commonly used Internet ProtocolsInternet ready device knowledge and associated applicationsExperience with the following is strongly preferred:VPNOffice 365 / Google WorkspaceVirtual Machines Zendesk, Confluence and Jira EDUCATION:Minimum - High school and at least one professional technical certificationPreferred - College diploma/University degree in technology related discipline WORKING CONDITIONS/REQUIREMENTS:This is a full-time permanent position with a competitive benefit packageThis is a 24-hour x 365 days per year support organizationThe work week is 40 hoursSchedules are static with 2 days off per weekSchedules may involve holidays, weekends, day, or evening shifts This is a home-based position requiring a stable Internet connection, a backup internet source when needed, reliable power.