HEROIC Cybersecurity (HEROIC.com) is seeking a Tier 2 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 end -to -end customer support journey for inbound and outbound technical issues — diagnosing, troubleshooting, and resolving a wide range of 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 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 HEROIC 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 & Professional Standards — Adhere to all company policies, procedures, and business ethics codes, upholding HEROIC's standards of integrity, security, and service.