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Technical Support Agent

3 months ago

San Diego, United States ESET Full time

Job posting title
Technical Support Agent
Job summary
JOB PURPOSE: ESET Technical Support Agents provide technical product support to all ESET customers, partners, resellers, and internal personnel.
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.
Job requisition
JR-04917 Technical Support Agent (Open)
Primary location
San Diego
Additional locations

Time type
Full time