T1 Technical Support Specialist

HEROIC.com

Job Location:

Pune - India

Monthly Salary: $ 4 - 4

Experience Required: 4-5years

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

HEROIC Cybersecurity () 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 & Professional Standards Adhere to all company policies procedures and business ethics codes upholding HEROICs 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 ( ) 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.

Required Skills:

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). Excellent verbal and written communication skills with full English proficiency. Advanced understanding of computers including troubleshooting and resolving complex technical issues. Access to a fast reliable internet connection. Ability to work a minimum of 8 hours per day during US Central Time business hours (8:00 AM5:00 PM CST) and be available on-call when needed.

Required Education:

BS/BA Degree in Information Technology Computer Science or comparable experience/certifications in an IT related field.