Technical Support Representative

Job Description: qikfox Cybersecurity Systems, Inc is seeking a proactive Technical Support Representative to join the India operations team. As the first point of contact for customers facing technical issues, you will diagnose and troubleshoot problems through phone, email, and chat. Your responsibilities include documenting service requests, adhering to SLAs, and escalating complex issues. Good communication skills, technical aptitude, and flexibility in working shifts for international customer support are essential for this role. Key Responsibilities: - Respond to customer queries via phone, email, and chat regarding qikfox and partner products (Antivirus, Cybersecurity, Privacy). - Troubleshoot hardware, software, and network issues, conduct root cause analysis, and provide resolution steps. - Utilize ticketing system/CRM to document, track, and update customer interactions and escalations. - Escalate unresolved issues to higher-level support or specialist teams. - Adhere to defined SLAs for response and resolution times. - Assist customers with product onboarding, setup, configuration, and usage guidance. - Update support documentation, FAQs, and knowledge-base articles to enhance self-service capabilities. - Collaborate with cross-functional teams to relay customer issues and suggestions for product improvements. - Meet quality metrics including customer satisfaction scores, first-contact resolution, and process adherence. Qualifications Required: - 1+ years of experience in a technical support or customer service role. - Strong English communication skills (verbal and written). - Knowledge of operating systems (Windows/macOS), networking basics, remote tools/desktop sharing, and cloud services. - Familiarity with CRM and ticketing tools. - Effective problem-solving skills and ability to handle pressure. - Customer-centric approach with patience and empathy. - Availability to work in international time-zones and flexible shifts. Preferred: - Experience with Cybersecurity Products. - Understanding of VoIP, remote access tools, or telephony support. - Certification such as A+ or equivalent. - Previous experience in an offshore/outsourced environment serving international clients. Job Description: qikfox Cybersecurity Systems, Inc is seeking a proactive Technical Support Representative to join the India operations team. As the first point of contact for customers facing technical issues, you will diagnose and troubleshoot problems through phone, email, and chat. Your responsibilities include documenting service requests, adhering to SLAs, and escalating complex issues. Good communication skills, technical aptitude, and flexibility in working shifts for international customer support are essential for this role. Key Responsibilities: - Respond to customer queries via phone, email, and chat regarding qikfox and partner products (Antivirus, Cybersecurity, Privacy). - Troubleshoot hardware, software, and network issues, conduct root cause analysis, and provide resolution steps. - Utilize ticketing system/CRM to document, track, and update customer interactions and escalations. - Escalate unresolved issues to higher-level support or specialist teams. - Adhere to defined SLAs for response and resolution times. - Assist customers with product onboarding, setup, configuration, and usage guidance. - Update support documentation, FAQs, and knowledge-base articles to enhance self-service capabilities. - Collaborate with cross-functional teams to relay customer issues and suggestions for product improvements. - Meet quality metrics including customer satisfaction scores, first-contact resolution, and process adherence. Qualifications Required: - 1+ years of experience in a technical support or customer service role. - Strong English communication skills (verbal and written). - Knowledge of operating systems (Windows/macOS), networking basics, remote tools/desktop sharing, and cloud services. - Familiarity with CRM and ticketing tools. - Effective problem-solving skills and ability to handle pressure. - Customer-centric approach with patience and empathy. - Availability to work in international time-zones and flexible shifts. Preferred: - Experience with Cybersecurity Products. - Understanding of VoIP, remote access tools, or telephony support. - Certification such as A+ or equivalent. - Previous experience in an offshore/outsourced environment serving international clients.