New Attack Targets Online Customer Service Channels

An unknown attacker group is targeting customer service agents at gambling and gaming companies with a new malware effort.

Known as IceBreaker, the code is capable of stealing passwords and cookies, exfiltrating files, taking screenshots and running custom VBS scripts. While these are fairly standard functions, what sets IceBreaker apart is its infection vector. Malicious actors are leveraging the helpful nature of customer service agents to deliver their payload and drive the infection process. 

Here’s a look at how IceBreaker is cracking customer service and putting companies at risk.

Slippery Slope? From Helpful Service to Security Breach

As noted by Tech Radar, the IceBreaker attack was first detected in September 2022. No group has taken credit for the attack so far, but there are some general clues to their origin. For example, they primarily target Spanish-speaking agents. They’ve also requested agents familiar with French or other languages but are avoiding English speakers.

The payload itself is an LNK file that appears to be a .jpg, which attackers upload into the chat session. They claim the “image” better explains issues with account access or functionality and ask customer service agents to download the file. If successful, the malware grabs the IceBreaker backdoor to establish a consistent connection and downloads an MSI-based malware payload. Attackers also come prepared with a VBS backup file if service agents can’t download the LNK file. Israeli firm Security Joes, which discovered the recent uptick in IceBreaker, says that attackers may also share links to ZIP files that supposedly contain images.

According to attack targets online customer service channels