Consumer Support Specialist

2 days ago

San Diego, CA, United States ESET Full time
Summary
A Consumer Support Specialist answers basic sales and support questions with some overlap with sales and support teams. You will work closely with the sales and technical support teams to ensure a high level of customer satisfaction.
The employee is an expert in at least one product in which he has in-depth knowledge.
Employee is primarily concerned with issues in his area of expertise, but also has good knowledge of other products.

Job description
FUNCTIONAL RESPONSIBILITIES AND DUTIES
• Provide technical support to customers for ESET consumer products.
• Provide non-technical support to customers, partners and resellers about products, bundles and ESET platforms.
• Provide support to customers, partners and resellers during the ordering process.
• Gather relevant information based on requests from higher level support and implemented processes.
• Qualify and escalate undocumented issues to next level support teams according to defined processes and procedures.
• Keep up to date knowledge of existing products and their components, along with the tools, processes, and procedures relevant to the team.
• Develop and maintain in-depth expertise in at least one product, providing advanced troubleshooting and support as needed.
• Perform scheduled callbacks to customers and stakeholders and respond to their basic requests in accordance with the defined procedures.
• Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company.

REQUIREMENTS
Education:
• Successfully completed commercial or IT-oriented education
• optimal education-high school

Experience:
• Years of work experience: 3 years is optimum
• 3 months on the job training

Knowledge:
• Enhanced IT skills in supporting current operating systems and office applications
• Enhanced knowledge about sales related processes and cases
• Enhanced knowledge about call handling flow and support ticket flow in CRM system

Language:
• English B2

Communication:
• Very good communication competence

Managerial skills:
• N/A

Personal characteristics:
• N/A

Benefits
Health & well-being
  • Cigna Medical Plan
  • Cigna Dental Plan
  • EyeMed Vision Plan
  • Reliance Standard Life Insurance
  • Reliance Standard Long Term Disability Plan
  • HealthJoy Employee Assistance Program
  • Cigna Supplemental Insurance
  • Lifestyle Spending Account
  • Bi-Weekly Mediation Series
  • On-site Gym and shower facilities
Family
  • Volunteer Day off
  • Paid Time off
  • Tuition Reimbursement
  • Birthing Parent Match
  • Pet Insurance
Office
  • Recreational Zone
  • Coffee & Snacks
  • Parking Benefit
Other
  • Benefit Hub - Discounts on travel, cars, electronics, etc...
  • 401(k) retirement savings
  • ESET's Charitable Contributions Program
  • Referral Program


Primary location
San Diego

Additional locations

Time type
Full time

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