T2 Technical Support Specialist

HEROIC Cybersecurity (HEROIC.com) is seeking a Tier 2 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 end-to-end customer support journey for inbound and outbound technical issues — diagnosing, troubleshooting, and resolving a wide range of 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 or SME for inbound and outbound client support, handling every interaction with professionalism, empathy, and care.
  

• Troubleshooting & Issue Resolution — Thoroughly investigate, diagnose, and resolve customer computer-related issues, applying advanced technical knowledge 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.
  

• Operational Flexibility & Project Support — Maintain availability across various shifts 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).
  

• 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 AM–5:00 PM CST) and be available on-call when needed.
  

Benefits

• Position Type: Full-time, Independent Contractor role
  
• Work Location: Remote from India. Work from anywhere you please! 
  
• Compensation: $6/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.