Online Chat Support Agent II
San Diego, CA

Job Description

Job posting title

Online Chat Support Agent II

Job summary

ESET Online Chat 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 online chat support requests and emails from ESET customers.
* Ability to successfully resolve multiple incoming online chat support requests at a time.
* Be primary point of contact for all undocumented online chat support issues.
* Take ownership of each online chat support request issue and effectively bring it to resolution or escalation.
* Own and follow through on all online chat support requests from customers; both internal and external.
* Ensure complete resolution of issue(s) in order to prevent repeat online chat support requests, if no resolution, escalate to appropriate channel.
* Be backup for Online Chat Support Agent I overflow.
* Effectively troubleshoot, resolve and properly document online chat support requests and phone/email cases.
* Work closely with other departments to resolve outstanding issues.
* Assist in creating and updating solutions for our Knowledgebase for training and information purposes.
* Provide backup phone/voicemail support when necessary.
* 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.
* 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.
* 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.

KEY SUCCESS FACTORS:

* Ability to work independently, with little supervision in a fast paced 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.
* 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.

Job requisition

JR-01053 Online Chat Support Agent II (Open)

Primary location

San Diego

Additional locations

Time type

Full time

Number of openings

1