T2 Technical Support Specialist

HEROIC Cybersecurity (HEROIC.com) is seeking a Tier 2 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 end-to-end customer support journey for inbound and outbound technical issues diagnosing, troubleshooting, and resolving a wide range of 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 or SME for inbound and outbound client support, handling every interaction with professionalism, empathy, and care. Troubleshooting & Issue Resolution Thoroughly investigate, diagnose, and resolve customer computer-related issues, applying advanced technical knowle...