Malware Support Agent

3 weeks ago


San Diego, United States ESET Full time

Job posting title
Malware Support Agent
Job 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 Diego
Additional locations

Time type
Full time


  • Malware Support Agent

    1 month ago


    San Diego, United States ESET, LLC Full time

    JOB PURPOSE: ESET Malware Support Agents provide technical product support to all ESET Home Support customers, partners, resellers, and internal personnel. Job description Job requisition JR-04782 Malware Support Agent (Open) Primary location San Diego Additional locations Time type Full time


  • San Diego, United States Ultimate Staffing Services Full time

    Job DescriptionJob DescriptionSocialCRM Support AgentPay Rate $22.00 per hourIn office positionTemporary to hireGreat foot in the door opportunity to utilize your Social Media and Customer Service skills!General Functions:The Social CRM Support Agent will be the company's primary interface with owners who have purchased CRM software services. These...


  • San Diego, United States GAT Airline Ground Support Full time

    Job Summary Passenger Assistance Agent positions encompass facilitating airline passenger processing including check-in, assistance to the departure gate, baggage claim area, and common areas of the airport. Passenger Assistance Agents may also push wheelchairs and carry personal items of passengers. This position requires working in a fast-paced environment...


  • San Diego, United States ESET Full time

    Job summary The Security Services Agent (SSA) is a skilled technical support engineer with 2+ years of experience in IT security. This position requires practical experience with security-related components of ESET business products. This position requires a working knowledge of ESET Enterprise Inspector, understanding of security architecture across...

  • Real Estate Agent

    5 days ago


    San Francisco, United States Radius Agent Full time

    We're looking for a motivated, dynamic real estate sales buyer's agent to support our business and help close deals. You'll be responsible for adding prospective customers to the sales funnel, assessing homebuyers' wants and needs, and continuously following up to ensure a successful sale. Job seekers should be driven professionals looking for growth...

  • Real Estate Agent

    5 days ago


    San Francisco, United States Radius Agent Full time

    Job DescriptionJob DescriptionWe’re looking for a motivated, dynamic real estate sales buyer’s agent to support our business and help close deals. You’ll be responsible for adding prospective customers to the sales funnel, assessing homebuyers’ wants and needs, and continuously following up to ensure a successful sale. Job seekers should be driven...


  • San Diego, United States ActionLink Full time

    **Are you skilled at troubleshooting A/V electronics? Do you enjoy interacting with people?** **If so, ActionLink wants YOU to join our Sony Account Division as our next 'Tech Whisperer' and make an impact in their technical support operations. Come elevate your career with an international leader in technology innovation!** The **Full-Time Audiovisual...


  • San Diego, United States Vets Hired Full time

    About the job Technical Support Agent- OVERNIGHT (Remote) Position Description Our Tech Support team is looking for a career-driven individual who likes a fast-paced support role. This is an entry-level position with a lot of room for growth and upward mobility. We promote from within, so this is a chance to get in on the ground floor and work your way up....

  • Office Agent

    2 weeks ago


    San Diego, United States MAT Express Full time

    Are you someone who thrives in a dynamic workplace where every day brings new challenges? Join MAT Express in San Diego as an Other Office Agent, where no two days are the same. As an integral part of our onsite team, you'll have the opportunity to interact with various departments, honing your multitasking skills and attention to detail.Your role will...

  • Office Agent

    2 weeks ago


    San Diego, United States MAT Express Full time

    Job DescriptionJob DescriptionAre you someone who thrives in a dynamic workplace where every day brings new challenges? Join MAT Express in San Diego as an Other Office Agent, where no two days are the same. As an integral part of our onsite team, you'll have the opportunity to interact with various departments, honing your multitasking skills and...

  • Account Associate

    3 days ago


    San Diego, United States Giovanni Monaco - State Farm Agent Full time

    Job DescriptionJob DescriptionROLE DESCRIPTION:State Farm Insurance - Giovanni Monaco Agency is seeking an organized and efficient specialist to fulfill administrative duties and support insurance agents in gaining and keeping customers. As an Account Associate with our agency, your attention to detail, dedication to client relations, and sales-mindedness...


  • San Antonio, United States RICK TREVINO - State Farm Agent Full time

    Job DescriptionJob DescriptionPosition OverviewState Farm Insurance Agent located in San Antonio, TX is seeking an outgoing, career-oriented professional to join their team. As a State Farm team member for RICK TREVINO - State Farm Agent, you will build and develop customer relationships within the community to promote State Farm products including auto,...


  • San Antonio, United States RICK TREVINO - State Farm Agent Full time

    Position Overview State Farm Insurance Agent located in San Antonio, TX is seeking an outgoing, career-oriented professional to join their team. As a State Farm team member for RICK TREVINO - State Farm Agent, you will build and develop customer relationships within the community to promote State Farm products including auto, home and life...


  • San Francisco, United States LC EXCUSIVE Full time

    We are looking for a dedicated and outgoing individual to join our team as a Virtual Customer Support Agent. In this work-from-home opportunity, you will play a crucial role in planning and booking exceptional sports trips for leisure clients across various global destinations. If you're passionate about providing excellent customer service and have a knack...


  • San Diego, United States Funeralwise Preneed Services Full time

    Job Summary: **Job description** Funeralwise Preneed Services is a national, independent, Funeral Preplanning Company. We don't work for or represent any funeral homes, but our clients can use the funeral plans we help them set up at any funeral home in the country at the time of death. Our independence provides significant benefit and advantage to our...

  • Remote Travel Agent

    1 week ago


    San Diego, United States Magical Destinations Travel Full time

    About the job Remote Travel Agent Join Our Team at Magical Destinations Travel Your Gateway to a Rewarding Career in Travel! Are you passionate about your clients and delivering outstanding customer service? Magical Destinations Travel is on the lookout for a Remote Travel Agent to enhance our dedicated team. We pride ourselves on creating a professional,...


  • San Diego, United States Allied Universal® Full time

    Armed Security Response Team Agent **Overview**: Allied Universal® Executive Protection and Intelligence Services, North America's leading specialized protection company, provides rewarding careers that give you a sense of purpose. While working in a dynamic, diverse and inclusive workplace, you will be part of a team that fuels a culture that will reflect...


  • San Diego, United States Ensiteful, Inc Full time

    Job Description Job Description ** Meet your new favorite gig.** When you join MyBrandForce, youll complete local retail assignments for well-known brands using your smartphone. Being a Brand Agent is great fit for everyone and anyone looking for a flexible schedule! Whether you're a truck driver, a stay-at-home parent, a full-time office worker, or fully...


  • San Fernando, United States Strategic Resource Partners, Inc. Full time

    Job DescriptionJob DescriptionWe are looking for an additional Live Chat Agent/Customer Support Agent to support our growing customer base. If you have a strong work ethic, a “do whatever it takes” attitude, and can thrive in a family work environment – this is the job for you! Apply today to begin your journey with an established, reputable,...


  • San Diego, United States WorxWeb Solutions Full time

    Join as a Remote Licensed Medicare Agent! Work flexible hours from home, handle inbound calls, and provide expert Medicare guidance. Must be licensed in 20 states with AHIP certification. Earn $1,200 to $4,000 weekly. Apply now to advance in a supportive, thriving environment!Location: Remote PositionShift Hours: Flexible, Prime hours are 7 AM - 3 PM PTNext...