The Opportunity
Join an energetic team in one of the hottest growing sectors in software—cybersecurity. Our team helps fight the cybercriminals and protect our customers by delivering innovative solutions that help keep families and businesses and their data, digital identity, employees, websites, email, and applications private and safe.
Key Responsibilities
Provide technical support via phones, tickets, and live chat
Engage customers via multiple interfaces
Practice empathy and positive words choices when communicating with customers
Resolve first level issues by:
Determining the nature of the issue by identifying what the customer is trying to accomplish
Gathering information from the customer including steps that customer took
Attempting to reproduce reported issues
Analyzing the symptoms and where possible identifying the underlying problem
Offering relevant troubleshooting steps and/or solutions
Directing customers to appropriate help articles
Communicate and follow-up with customers
Escalate unresolved issues to second level support with appropriate detail
Monitor for and proactively identify potential or emerging issues
Participate as an integral member of the shift-based team problems and make recommendations regarding solutions
Keep up to date with all communication that impacts the organization
Job Qualifications
Proficiency in English interpersonal/communication skills, both written and verbal
Demonstrate empathy, patience and understanding in stressful situations
Enjoy solving problems for customers
Cultivate respectful relationships with colleagues
Maintain consistency in attendance, time management, attention to detail, and commitment
Be unconditionally reliable and available to work scheduled shifts
Work well independently and as part of a team
Adapt to change
Resolve conflict effectively
Accept constructive criticism for enhancement of knowledge and skills
Learn new skills in a timely manner without sacrificing existing responsibilities
Expand deductive reasoning and problem-solving skills
Prioritize tasks accurately and make decisions within established guidelines and policies
3+ years recent work experience technical troubleshooting and problem-solving
Primary use of spoken and written English in a work environment focused on customer interactions
Customer service experience in a technical support position
Intermediate to advanced experience with Windows, MacOS or Linux operating systems/software
Knowledge and/or use of commonly used Internet Protocols
Internet ready device knowledge and associated applications
Experience with the following is strongly preferred:
VPN
Office 365 / Google Workspace
Virtual Machines
Zendesk, Confluence and Jira
Education
Minimum - High school and at least one professional technical certification
Preferred - College diploma/University degree in technology related discipline
Working Condition / Requirements
This is a full-time position with a competitive benefit package
This is a 24-hour x 365 days per year support organization
The work week is 40 hours
Schedules are static with 2 days off per week
Schedules may involve holidays, weekends, day, or evening shifts
About Vipre Security Group
VIPRE Security Group, a part of Ziff Davis (NASDAQ: ZD), is a global, highly rated, award-winning security, privacy and data protection company protecting millions of consumers and businesses supporting some of the largest brands. Backed by cutting-edge machine learning, one of the world’s largest threat intelligence clouds and real-time behavior monitoring, the VIPRE Security Group delivers unmatched protection against today’s most aggressive threats. The group operates under various brands, VIPRE™, STRONGVPN™, IPVANISH™, Inspired eLearning™, Livedrive™, and SugarSync™.
About Ziff Davis
Ziff Davis (NASDAQ: ZD) is a vertically focused digital media and internet company whose portfolio includes leading brands in technology, shopping, gaming and entertainment, connectivity, health, cybersecurity, and martech. Today, Ziff Davis is focused on seven key verticals – Technology, Connectivity, Shopping, Entertainment, Health & Wellness, Cybersecurity and Marketing Technology. Its brands include IGN, Mashable, RetailMeNot, PCMag, Humble Bundle, Spiceworks, Ookla (Speedtest), RootMetrics, Everyday Health, BabyCenter, Moz, iContact and Vipre Security.
Our Benefits
Vipre Security group offers competitive salaries in addition to robust, health and wellness-focused benefits. We are committed to work-life balance with paid time off when you need it. At Ziff Davis, we remain dedicated to creating an environment where everyone feels valued, respected, and empowered to succeed. We offer Employee Resource Groups, company-sponsored events, and regular opportunities for professional growth through educational support, mentorship programs, and career development resources. Our employees are recognized and celebrated through employee engagement programs and recognition awards. If you're seeking a dynamic and collaborative work environment where you can see the direct impact of your performance and thrive both personally and professionally, then Vipre Security Group is the place for you.
Compensation Range
Ziff Davis provides a range for the base pay. Factors that may be used to determine your actual pay may include your specific job related knowledge, skills, experience, and geographic location. Individual pay within the compensation range for this business unit specific role is determined based on a variety of factors including experience, scope of the role, capabilities to perform the role, education and training, as well as business and company performance.
Ziff Davis is an Equal Opportunity Employer. At Ziff Davis, Diversity, Equity, and Inclusion (DEI) has always been about fairness, equal opportunity, and belonging. DEI enables us to attract and retain the best talent, regardless of background or circumstances, while enabling our thousands of employees worldwide to thrive. If you have a disability or learning difficulty that requires accommodation, please let us know by sending an email to
[email protected]