Job Type: Full-time

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 firstresponse to inbound and outbound technical issues — diagnosing,troubleshooting, and resolving common computer-related problems whilemaintaining detailed documentation, SLA compliance, and an exceptional customerexperience across every interaction.Responsibilities: •Frontline Technical Support — Serve as theprimary point of contact for inbound and outbound customer support, handlingevery interaction with professionalism, empathy, and care.•Troubleshooting & Issue Resolution — Investigate,diagnose, and resolve common customer computer-related issues; escalate complexproblems to Tier 2 with thorough handoff documentation to minimize downtime andrestore service quickly.•Ticket & Queue Management — Monitor andmanage the support ticketing queue, ensuring all customer requests areaddressed promptly, thoroughly, and within defined service expectations.•Documentation & Knowledge Capture — Maintaindetailed, accurate records of all work performed, supporting consistency,traceability, and continuous improvement of support practices.•Customer Experience & Quality Standards — Sustaina minimum of 90% CSAT and 90% QA ratings by delivering an exceptionallypositive experience for every HEROIC customer.•AI-Enabled Productivity — Leverage AI tools andassistants (e.g., ChatGPT, Copilot, AI-powered ticketing or knowledge basefeatures) to accelerate troubleshooting, draft customer responses, summarizetickets, and continuously improve personal efficiency and service quality.•Operational Flexibility & Project Support — Workvarious shifts, including weekends or rotating coverage,



and contribute toongoing and short-term projects as directed by management to support evolvingbusiness needs.•Compliance & Professional Standards — Adhereto all company policies, procedures, and business ethics codes, upholdingHEROIC's standards of integrity, security, and service.RequirementsPrevious 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 usingAI 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 newAI-powered features within support, productivity, and knowledge tools — andable to demonstrate how AI has improved past work outcomes.Excellent verbal and written communication skills, withfull English proficiency.Solid understanding of computers, includingtroubleshooting and resolving common technical issues.Access to a fast, reliable internet connection and aquiet, distraction-free workspace.Availability to work various shifts, including weekendsor rotating coverage.BenefitsPosition Type: Full time, Independent Contractor roleWork Location: Remote from India. Work from anywhere you please! Compensation: $4/hr. depending on experienceOther benefits: National Holidays + PTOsProfessional 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 environment 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 (Maharashtra)
🏢 HEROIC.com
📍 Maharashtra