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 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 Skilled Standards: Adhere to all company policies, procedures, and business ethics codes, upholding 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 (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 quick, 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.

Position Type: Full time, Independent Contractor role

Work Location: Remote from India. Work from anywhere you please!

Compensation: $6/hr. depending on experience

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Technical Support Specialist Pune (India)
🏢 HEROIC Cybersecurity
📍 India