Technical Support Representative

Company Description

qikfox Cybersecurity Systems, Inc is a venture funded Silicon Valley based AI-first Consumer Internet Company. We are revolutionizing how Internet Access works for consumers and SMBs alike. If you are passionate about helping resolve consumer problems

Role Description

We are seeking a proactive Technical Support Representative to join our India operations team. In this role you will serve as the first point of contact for customers experiencing technical issues. You will diagnose and troubleshoot issues via phone, email, and chat, document service requests, adhere to SLAs, and escalate complex problems appropriately. This role requires good communication skills, technical aptitude, and the ability to work flexible shifts to support international customers.

Key Responsibilities

• Respond to inbound customer queries (via phone, email, chat) related to qikfox and partner products (Antivirus, Cybersecurity, Privacy).
• Troubleshoot hardware/software/network issues, root cause analysis and resolution steps.
• Use ticketing system/CRM to record, track and update customer interactions and escalations.
• Escalate issues that cannot be resolved within established parameters to higher-level support or specialist teams.
• Follow and meet defined service-level agreements (SLAs) for response and resolution times.
• Assist customers with onboarding, initial setup, configuration, and usage guidance of the product.
• Maintain and update support documentation, FAQs, knowledge-base articles to improve self-service capabilities.
• Collaborate with cross-functional teams to feedback customer issues and suggestions for product enhancements.
• Achieve quality metrics: customer satisfaction scores, first-contact resolution, adherence to process.

Qualifications Required:

• Proven experience (1+ years) in a technical support or customer service role.
• Excellent English communication skills – both verbal and written.
• Understanding of operating systems (Windows/macOS), networking fundamentals, remote tools/desktop sharing, cloud services.
• Familiarity with CRM/ticketing tools.
• Strong problem-solving skills and ability to work under pressure.
• Customer-centric attitude with patience and empathy.
• Willingness to work in international time-zones and flexible shifts.

Preferred:

• Experience with Cybersecurity Products.
• Familiarity with VoIP, remote access tools, or telephony support.
• Certification such as A+, or equivalent.
• Prior experience working in an offshore/outsourced environment servicing international customers.