Teams at HEROIC

Provide frontline Tier 1 technical support: diagnose and resolve common computer issues, manage ticket queues, document work, meet CSAT/QA targets, leverage AI tools, escalate complex issues to Tier 2, and work rotating shifts including weekends.

Provide frontline Tier 1 technical support: respond to inbound/outbound tickets, troubleshoot common computer issues, escalate complex cases, manage ticket queues, maintain documentation, meet CSAT/QA targets, use AI tools to improve productivity, and work rotating shifts including weekends.

The Tier 2 Technical Support Specialist provides expert customer support, troubleshooting technical issues, managing ticket queues, and maintaining documentation to enhance customer satisfaction and service delivery.