Malware Support Agent
- Job location: San Diego
- Work time: Full time
- Contract type: Regular
Job posting title
Malware Support AgentJob summary
JOB PURPOSE: ESET Malware Support Agents provide technical product support to all ESET Home Support customers, partners, resellers, and internal personnel.Job description
GOALS and OBJECTIVES: • 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 Technical Support 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 Technical Support when necessary. • Document and present technical support and/or training material to internal customers - i.e. Technical Support, 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. • Provide virus samples to the appropriate groups for analysis and respond appropriately to the findings. • Provide Root Cause Analysis to identify the cause of malware infections as well as the steps necessary to prevent and/or remediate the issue. • Use advanced product knowledge, advanced script development and internal/external reference materials in order to diagnose and resolve customer support requests via phone, email or remote support session. • 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+ and Network+ certifications required. Additional certifications including 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. KEY SUCCESS FACTORS: • Ability to work independently, with little supervision in a call center environment. • Customer centric demeanor. • Critical thinking, problem solving, and research skills a must. • Working technical knowledge of current protocols, operating systems and standards, including TCP/IP, Windows, Android and Mac OSX. PERFORMANCE MEASURES: • Must pass 90% of case quality audits. • Must pass 85% of call quality audits. • Must meet call handling goals such as wrap-up, phone volume and talk time. • Meet or exceed team goals for Rave Reviews based on customer satisfaction survey. • Must maintain team ownership requirements. • Must be able to adhere to assigned schedule. • Attend and participate in scheduled team meetings. COMPETENCIES: • Customer/Client Focus • Technical & Professional Knowledge & Skills • Decision Making/Problem Solving • Adaptability • Collaboration • Initiative • Teamwork • Developing Others/Coaching • Quality Orientation/Work Standards • Planning & Organization JOB FIT: • Must be available to work days, evenings, weekends, and holidays - as needed - to meet the demands of the department and our customers. • Must have the flexibility to work overtime on short notice - as requested - by the management team. • Must have a history of good attendance.Job requisition
JR-04782 Malware Support Agent (Open)Primary location
San DiegoAdditional locations
Time type
Full time