T1 Technical Support Specialist

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 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 environment is fast-paced, challenging and exciting. At HEROIC, youll work with a team of passionate, engaged individuals dedicated to intelligently securing the technology of people all over the world. .