T1 Technical Support Specialist

Job Description 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 & Professional 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 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.