HEROIC Cybersecurity ( HEROIC.com ) is seeking a Tier 1 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 first response to inbound and outbound technical issues — diagnosing, troubleshooting, and resolving common 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 for inbound and outbound customer support, handling every interaction with professionalism, empathy, and care.
- Troubleshooting & Issue Resolution — Investigate, diagnose, and resolve common customer computer-related issues; escalate complex problems to Tier 2 with thorough handoff documentation 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.




- AI-Enabled Productivity — Leverage AI tools and assistants (e.g., ChatGPT, Copilot, AI-powered ticketing or knowledge base features) to accelerate troubleshooting, draft customer responses, summarize tickets, and continuously improve personal efficiency and service quality.
- Operational Flexibility & Project Support — Work various shifts, including weekends or rotating coverage, 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 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).
- Intermediate AI skills with hands-on experience using AI tools in a professional setting (e.g., ChatGPT, Claude, Microsoft Copilot, Gemini) for tasks such as troubleshooting research,



drafting communications, summarizing data, and improving day-to-day productivity.
- Comfortable adopting and experimenting with new AI-powered features within support, productivity, and knowledge tools — and able to demonstrate how AI has improved past work outcomes.
- Excellent verbal and written communication skills, with full English proficiency.
- Solid understanding of computers, including troubleshooting and resolving common technical issues.
- Access to a fast, reliable internet connection and a quiet, distraction-free workspace.
- Availability to work various shifts, including weekends or rotating coverage.

Benefits

- Position Type: Full-time, Independent Contractor role
- Work Location: Remote from India. Work from anywhere you please!
- Compensation: $4/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 workplace 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.

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