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 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

Benefits

• Position Type: Full-time, Independent Contractor role
  
• Work Location: Remote from the Philippines. 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.