Part Time Technical/Customer Service Agent for Cybersecurity Company (Remote)

LTVplus is a remote-first company focused on delivering exceptional customer experiences for brands worldwide. They are seeking a tech-savvy Customer Service Agent to handle support chats, calls, and emails, ensuring customer needs are met while resolving issues efficiently.

Responsibilities:

• Answer and address support chats/calls from customers
• Answer and address incoming emails and inbound calls from customers
• Take ownership of each issue assigned and effectively bring it to resolution or escalation according to any and all approved workflows communicated by Technical Support Management
• Ensure customer needs are met by ensuring customer awareness of relevant products and services when appropriate
• Provide remote troubleshooting using BeyondTrust or client-of-choice
• Ensure complete resolution of issue(s) in order to prevent customers having to contact us again
• Effectively troubleshoot, resolve and properly document support calls, chats, and cases
• Effectively execute transactions for paid services
• Work closely with other departments to resolve outstanding issues
• Assist in documenting solutions for our Knowledgebase for training and information purposes
• Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions
• Provide backup chat/case/call support for Customer Service volume when necessary
• Project a positive attitude and be a mentor for other employees
• Maintain a favorable company image when interfacing with outside sources
• Accurately record and submit timesheets and paid time off requests
• Accurately track, log and otherwise tag support requests using the approved CRM, and/or other management-approved tools

Requirements:

• At least 6 months customer service or technical support required
• Minimum of high school diploma or equivalent required
• Ability to work on multiple projects and tasks simultaneously in an efficient manner
• Internet Speed should be at least 100 MBPS and equipment should be Windows 10 or higher
• A reliable computer (at least with an i5 processor), a stable high-speed internet connection and back up for both
• A quiet, cozy workspace to handle calls and chats like a pro
• Flexible with work schedule
• Post high school education preferred
• Technical certifications including A+, Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications are highly desired