Technical Support Representative

TECHNICAL SUPPORT REPRESENTATIVE (LASTPASS)

ABOUT LOGMEIN

LogMeIn and GoTo have combined in a strategic partnership to be the leading SaaS company with a diverse product portfolio, sharing a focus on innovation. With nearly 3,000 employees and offices on four continents, the combined company is expected to have annual revenues surpassing $1 billion. LogMeIn and GoTo are supporting more than two million customers in virtually every country around the globe.

Helping millions around the world organize their online lives, LastPass, is an award-winning password manager that makes going online easier and safer. Supporting all browsers, operating systems and mobile devices LastPass, the last password you’ll ever have to remember, enhances both productivity and security for individuals, teams and enterprises large or small.

Our Fairfax office, located at 8315 Lee Highway, Suite 501, is in the popular Mosaic District in Fairfax, VA. Just blocks from the Dunn-Loring Merrifield Metro, we are surrounded by restaurants, boutiques, and other leading tech providers.

ABOUT ROLE

Excellent opportunity for an energetic individual to join our tech support team. The ideal candidate should have a natural skill for problem solving, an enthusiastic approach for customer service, and possess experience in Help Desk support. We provide end user support for LastPass, LastPass Enterprise, and Xmarks to a comprehensive customer base. Our goal is to provide a great customer experience resolving technical issues upon our first contact.

Candidates should possess excellent organizational, time-management, and prioritization skills. Technical Support Representatives are expected to work both independently as well as maintaining a collaborative team environment.

RESPONSIBILITIES

• Effectively interact with customers of all technical skill levels to define, research, and resolve customer issues quickly and accurately.
• Communicate and resolve technical issues via phone, email, and chat until resolution
• Provide a superior level of service in all customer interactions, with a target of first call resolution.
• Troubleshoot network environments to include working with various operating systems, firewalls, routers, custom product configurations, and API integrations.
• Communicate effectively with customers, team members, and other internal departments.
• Provide timely updates to customers, colleagues, and management on the status of outstanding cases.
• Organize and communicate customer feedback and bug reporting to the appropriate internal audience

REQUIREMENTS

• A college degree or 18 months of experience in computer support
• Effective listening skills, strong interpersonal and phone skills
• Excellent customer service skills (verbal and written)
• Ability to valuate, analyze, and diagnose issues with various Operating Systems
• Knowledge in configuration and troubleshooting OSX, Windows 10/8/Windows 7/Vista/XP, and mobile platforms (iPhone & Android)
• Troubleshoot network environments to include working with various, firewalls, routers, custom product configurations
• Understanding of various Internet protocols (ie. HTTPS, DNS, DHCP, ICMP)
• Familiarity with remote access concepts and protocols
• Experience in a fast-paced help Level 2 or Level 3 support environment