Technical Support Agent

• Job location: San Diego
• Work time: Full time
• Contract type: Regular

Job posting title

Job summary

Job description

• Maintain the highest level of quality by resolving issues with the correct info in a timely manner.
• Strive to resolve customer issues with one call resolution.
• Work closely with other team members to make sure we provide extremely high levels of service to our customers.
• Meet and exceed bi-annual goals set forth by Customer Care Management.

Duties and Responsibilities:

• Answer and address all incoming support calls from customers; both internal and external.
• Answer and address incoming web chats, emails and voicemails from customers.
• Take ownership of each issue assigned and effectively bring it to resolution or escalation.
• Own and follow through on all requests for support from customers; both internal and external.
• Ensure complete resolution of issue(s) in order to prevent customers having to call back.
• Assist customers with basic program setup and administrative issues.
• Effectively troubleshoot, resolve and properly document support calls and cases.
• Work closely with other departments to resolve outstanding issues.
• Assist in documenting solutions for our Knowledgebase for training and information purposes.
• Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
• Assist with identifying, troubleshooting and cleaning of viruses and/or malware within customer's operating environment.
• Provide backup phone/case/voicemail support for Customer Service when necessary.
• Document and present technical support and/or training material to internal customers - i.e. Customer Care, Sales, etc.
• Work closely with the Product Management, Quality Assurance, Research, and Knowledgebase teams to test, investigate, and document all aspects of existing and upcoming products.
• Project a positive attitude and be a mentor for other employees.

KEY TECHNICAL SKILLS, KNOWLEDGE and QUALIFICATIONS:

Minimum of high school diploma or equivalent required, post high school education preferred.

A+ certification is required. Additional certifications including Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications are highly desired.

2+ years of technical support experience in the software industry is desired, including but not limited to: malware handling, troubleshooting, and diagnosis experience.

Job requisition

Primary location

Additional locations

Time type