Technical Support for a Cybersecurity Company (Remote)

**MRF 381512** **Is This YOU? Then We Want to Meet You!** We’re looking for a Technical Support professional with at least 1 year of experience in Cybersecurity Technical Support. The ideal candidate can multitask efficiently, troubleshoot customer issues through chat, email, or calls, and deliver timely, highquality resolutions. **Requirements** Years of Experience 6\+ months customer service or technical support required. Software/platforms required MS Teams, Salesforce, Bomgar, Dexter not really required but preferred. Skills and Experience Required "KEY TECHNICAL SKILLS, KNOWLEDGE and QUALIFICATIONS * 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 WOWworthy customer experiences for brands worldwide. We’re a remotefirst 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. **Your Mission Will Be To** ESET Consumer Support Agents provide escalated technical product support to customers with and without licensing for ESET consumer products. GOALS and OBJECTIVES * Maintain the highest level of quality by resolving issues with the correct info in a timely manner. * Accurately identify and convert customers for ESET Home Advisors. * Strive to resolve customer issues with onechat/onecall 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 ESET products and services when appropriate. * Provide **r**emote troubleshooting using BeyondTrust or ESET clientofchoice. * 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 corr