Business Support Agent

2 months ago

San Diego, United States ESET Full time

Job posting title
Business Support Agent
Job summary
JOB PURPOSE: The Technical Support Business Support Agents are vital to ensuring that our Partners and SLA customers receive the highest level of support possible for our business solutions.
Job description
DUTIES and RESPONSIBILITIES:
• Answers and addresses all incoming phone, voicemail, email, and chat requests for support.
• Take ownership of each issue assigned and effectively bring it to resolution or escalation.
• Responds to customer questions and solves complex problems using a combination of standardized procedures and in-depth troubleshooting.
• Must possess ability to analyze and interpret logs. This includes but not limited to system logs, product specific logs, antivirus logs, etc.
• Participates in a rotating schedule for after-hours support to include evenings, weekends, and holidays. Responds to inbound calls during assigned rotation and takes accountability for ownership of all after-hours issues during assigned rotation.
• Responds to social media site inquiries referred by the ESET Online Community Manager(s) - i.e. LinkedIn, Facebook, Spiceworks, ESET Security Forum, etc.
• Keeps precise records of all customer interactions, recording details of inquiries, complaints, troubleshooting, comments, as well as any actions taken.
• Helps improve product reliability by asking the customer probing and effective questions to gather information in determining source of problems and customer needs.
• Uses product information, multiple client tools, client specific reference materials, advanced technical knowledge, customer service, and problem solving skills to diagnose and resolve complex issues.
• Maintain a favorable image of ESET when interfacing with outside sources.
• Accurately record and submit timesheets and paid time off requests.
• Answers and resolves cases within SLAs that are established by Technical Support Management.
• Work closely with other departments to resolve outstanding issues.
• Document and present technical support and/or training material to internal customers - i.e. Technical Support, Sales, etc.
• May be asked to conduct one-or-one or group setting training of users, customers, and resellers
• Performs other duties and responsibilities not specifically outlined herein, as requested by the management team.
• Provides support to resellers and end users in selecting optimal business solutions for their environment.
• 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 Technical Support 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 Technical Support 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.
• 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 and timely manner.
• Must be able to adapt to every type of customer regardless of the computer skills they possess.

COMPETENCIES:
• Customer/Client Focus
• Decision Making/Problem Solving & Planning & Organization
• Stress Tolerance
• Action Oriented
• Quality Orientation & Work Standards
• Teamwork& Collaboration
• Adaptability
• Initiative

JOB FIT:
• Must be available to work 24x7 days, evenings, weekends, and holidays - as requested by management - 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.

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, CCNA 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.
• Database experience (Microsoft SQL Server, etc.).
• Experience with mail security or Microsoft Exchange preferred.
• Ability to work multiple projects and tasks simultaneously in an efficient manner.
Job requisition
JR-04877 Business Support Agent (Open)
Primary location
San Diego
Additional locations

Time type
Full time

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