Tier 1 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.

• Previous experience in a technical support or helpdesk role, with a proven track record of resolving customer issues effectively.
  

• Knowledgeable in core support tools, including ticketing systems, remote support and screen-sharing platforms, knowledge base systems, and communication tools (e.g., Slack, email, voice).
  

• Intermediate AI skills with hands-on experience using AI tools in a professional setting (e.g., ChatGPT, Claude, Microsoft Copilot, Gemini) for tasks such as troubleshooting research, drafting communications, summarizing data, and improving day-to-day productivity.
  

• Comfortable adopting and experimenting with new AI-powered features within support, productivity, and knowledge tools — and able to demonstrate how AI has improved past work outcomes.
  

• Excellent verbal and written communication skills, with full English proficiency.
  

• Solid understanding of computers, including troubleshooting and resolving common technical issues.
  

• Access to a fast, reliable internet connection and a quiet, distraction-free workspace.
  

Browse our curated collection of remote jobs across all categories and industries, featuring positions from top companies worldwide.

• Availability to work various shifts, including weekends or rotating coverage.
  

  
  
  

• 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.