Cyber Security Support Agent

1 week ago

Tempe, Arizona, United States Gen Digital Full time
About Gen Digital

Gen Digital is a global company powering Digital Freedom through consumer brands including Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Our combined heritage is rooted in providing safety for the first digital generations. We bring leading technology solutions in cybersecurity, privacy and identity protection to more than 500 million users in 150 countries so they can live their digital lives safely, privately, and confidently today and for generations to come.

Our Mission

We're always looking for smart, fearless, and dedicated people to join our team. Together, we have collective passion and a big vision to power Digital Freedom by protecting consumers and giving them control of their digital lives.

What We Offer
  • Flexible working options with generous time off
  • Competitive benefits & compensation packages
  • A safe, inclusive environment where you can bring your whole self to work
  • Opportunities for growth and development
About the Role

The Cyber Security Support Agent will successfully drive customer satisfaction as the front-line resource for handling inquiries regarding product support, account management, member-portal navigation, across Norton and LifeLock security offerings. The perfect match will have a strong ability to empathize, negotiate, think critically, multi-task, and troubleshoot across various systems/areas including light tech support such as; downloading software and assisting members navigating through different browsers in an efficient manner.

Responsibilities
  • Be the front-line voice of the company through professionalism and positive demeanor
  • Demonstrate high member satisfaction levels and results; actively work to improve the overall member experience
  • Provide high quality service beyond member expectations
  • Build strong rapport by utilizing relating skills, asking clarifying questions and assisting customer needs
  • Able to think quickly and move quickly through multiple systems to solve customers' Norton and LifeLock questions
  • Demonstrate a high degree of empathy, compassion, and professional kindness with all members
  • Demonstrate a high skill level of relationship building by using needs based selling techniques and sharp communication skills
  • Resolve any member conflict or dissatisfaction with products or services to ensure continued member loyalty
  • Speak positively of the company and members at all times
  • Demonstrate excellent written and verbal skills; proven track record of member interaction
  • Build rapport and confidence with the member by facilitating discussions regarding identity theft concerns and offering appropriate solutions with our service
  • Display active listening skills to assist member needs
  • Ask clarifying questions to support proper solutions and uncover additional needs
  • Display a thorough knowledge of products, services and the industry to resolve issues without escalating to higher levels of management
  • Able to provide daily feedback and readouts with management on voice of the customer and suggestions for improvements
  • Navigate through multiple systems to support the customer and able to use critical thinking when answers to customers issues are completely clear
  • Maintain regular contact with, and supports the Manager- and informs Manager and team members of specific member situations where potential for errors exist
Qualifications
  • HS Degree or equivalent and 2 years related experience, customer service, in a call center environment. A college degree can be substituted for experience
  • Adheres to NortonLifeLock policies and procedures
  • Strong communication, critical thinking, time management, multi-tasking over multiple systems, and call management skills
  • Understands and is comfortable with sales and other call center Key Performance Indicators - preferred
  • Prepared for and reacts positively to consistent change - preferred
  • Able to multitask and prioritize effectively within guidelines - preferred
  • Ability to protect all forms of highly confidential and proprietary business information and ability to maintain the highest standards of privacy and security
  • Ability to follow and abide by all information and security policies and practice
Equal Employment Opportunity

Gen Digital is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law.

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