Technical Support Associate – VPN, Antivirus & Home Title Monitoring Support

Job Description: Call Agent (VPN/Antivirus & Home Title Monitoring Support)

Role Overview

Call Agent will provide front-line voice support to a primarily elderly, US-based customer base using VPN and Antivirus applications, as well as Home Title Monitoring (HTM) services. The agent will handle inbound/outbound calls to assist with installation, activation, connectivity, and troubleshooting of VPN and Antivirus products, while also guiding customers through understanding and using their Home Title Monitoring service, including alerts, account setup, and general inquiries related to title fraud protection.

Key Responsibilities

• Handle inbound/outbound voice calls related to VPN and Antivirus product issues, including installation, activation, connectivity, and performance troubleshooting
• Guide elderly, US-based customers through Home Title Monitoring (HTM) services, including alerts, account setup, and title fraud protection inquiries
• Provide clear, step-by-step technical guidance to customers with varying levels of technical proficiency
• Diagnose and resolve common VPN issues (connection drops, server selection, protocol errors, speed complaints) and antivirus issues (scan failures, update errors, license/activation problems, false positives)
• Escalate complex or unresolved technical issues to Tier 2 support or the client's technical team as needed
• Document all customer interactions accurately in the CRM/ticketing system
• Meet quality benchmarks on customer satisfaction, first-call resolution, and post-call survey scores
• Maintain compliance with call handling standards and client-specific SOPs

Required Skills & Qualifications

• Technical: Working knowledge of VPN and Antivirus applications — installation, configuration, common error codes, and troubleshooting steps
• HTM Knowledge: Ability to learn and clearly explain Home Title Monitoring concepts to non-technical, older customers
• Patience & Guiding Skill: Exceptional patience and step-by-step guiding ability suited to an elderly customer base, including willingness to repeat, simplify, and slow down explanations as needed
• Communication: Strong US voice/accent neutrality, clear articulation, and professional phone etiquette
• Soft Skills: Demonstrated confidence, empathy, and active listening; ability to reassure frustrated or confused customers while resolving concerns
• Comprehension: Strong English listening/reading comprehension to accurately understand customer issues across both technical (VPN/Antivirus) and non-technical (HTM) topics
• Experience: Prior experience in technical/voice support, preferably supporting VPN, antivirus, or general software/SaaS products
• Other: Ability to work in a metrics-driven environment with post-call survey visibility and escalation tracking to senior leadership