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 ...