Technical Support Agent

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

Job posting title

Job summary

Job description

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/chat support for other teams 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.

• Maintain a favorable image of ESET when interfacing with outside sources.

• Accurately record and submit timesheets and paid time off requests.

• Accurately track, log and otherwise tag support requests using the approved CRM, and/or other management approved tools.

• Ensure the successful onboarding of new, recently renewed, or upgraded partners, partner customers and direct customers.

• Ensure customer needs are met by ensuring customer awareness of relevant ESET products and services when appropriate.

• Provide excellent support by ensuring customers are aware of products and services relevant to their needs as identified during the support interaction.

• Effectively collect and submit relevant data to appropriate groups for analysis. Based on findings follow up with customers regarding ticket statuses in a timely manner.

• Document and report all escalated issues to appropriate groups. (i.e. weekly report)

• Communicate escalated and trending issues to other Customer Care Teams.

• Submit and maintain escalated/trending content within SharePoint sites.

• Test and replicate reported issues in test environment then report/document findings and results.

• Serve as Primary Contact and Subject Matter Expert for ESET Technical Alliance Partners as needed.

• Assist in creating and delivering internal processes and documentation to internal customers.

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 Customer Care Management.

PERFORMANCE MEASURES:

• Must pass case and call quality goals.

• Must meet call and chat handling goals such as wrap-up, phone and chat volume, talk time and other stats.

• Meet or exceed goals for customer satisfaction based on customer satisfaction surveys.

• Must maintain team ownership requirements.

• Must be able to adhere to assigned schedule.

• Attend and participate in scheduled team meetings.

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.

• Must be able to adapt to every type of customer regardless of the computer skills they possess.

• Monitors and checks work to meet quality standards; demonstrates a high level of care and thoroughness; checks work to ensure completeness and accuracy.

• Maintains effective performance under pressure; handling stress in a manner that is acceptable to others and to the organization.

COMPETENCIES:

• Customer/Client Focus

• Decision Making/Problem Solving & Planning & Organization

• Stress Tolerance

• Action Oriented

• Quality Orientation & Work Standards

• Teamwork& Collaboration

• Adaptability

• Initiative

• Confident

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.

• Strong verbal and written communication skills in English. Additionally languages is a plus.

• Comfortable interpreting customer questions over phone and chat mediums.

KEY TECHNICAL SKILLS, QUALIFICATIONS and EDUCATION:

• Bachelor’s degree in Computer Science or four-year related degree highly desired.

• 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.

• Network infrastructure experience or knowledge (i.e. switches, routers, firewalls, etc).

• Knowledge of DNS, DHCP, AD, Group Policy.

• Ability to communicate with administrators of large private business and government systems with confidence and authority.

• Ability to work multiple projects and tasks simultaneously in an efficient manner.

ESET is a performance driven organization and our total rewards approach to compensation is designed to support this. We consider many factors in determining base compensation, including position scope, job related knowledge, education, skills, experience, and work location. The expected hourly rate for this positions is $22.95 including eligibility for bi-annual bonus based on meeting target goals. Additional benefits, such as health & wellness, performance bonuses, product discounts, holidays, paid time off, etc. may also be offered in accordance with our plans.

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